Telephone Triage Nurse – Hematology/Oncology
About Us
Nemours Children’s Health is an internationally recognized children’s health system providing comprehensive pediatric care, research, education, and advocacy services.
The 3 CE Outpatient Hematology/Oncology Clinic of the Nemours Center for Cancer and Blood Disorders provides comprehensive outpatient services to children and families with hematological and oncological diagnoses. We care for patients with ages as defined by Nemours Policy 1.6.1 (Patient Care Protocols). Services in the Outpatient Hematology/Oncology Clinic and Day Therapy area include, but are not limited to: diagnostic workups, physical exams by physicians, peripheral IV insertion, central line access and care, medication administration, chemotherapy administration, blood product administration, emergency care, lumbar punctures, pheresis services including extracorporeal photopheresis by the American Red Cross, pre-, pre- and post-bone marrow transplant patients, and the initiation of the admission process to the hospital.
This is a full-time position, 0830-1700.
Principal Diagnoses include but are not limited to:
- Anemia
- Thrombocytopenia
- Sickle Cell Disease
- Hemoglobinopathy
- Coagulopathy Disorders
- Neutropenia
- Spherocytosis/Elliptocytosis
- Hemolytic Disorders
- Leukemias
- Brain/CNS tumors
- Solid tumors
- Lymphomas
- Histiocytosis
- Neuroblastoma
- Neurofibromatosis
- Genetic blood disorders
The Hematology/Oncology Clinic and Day Therapy is staffed by Registered Nurses daily.
Hours of operation are as follows:
06:45am – 5 pm, Mondays and Thursdays
8:00 am -5pm, Tuesdays, Wednesdays, and Fridays
Primary Function
Provides telephone triage for pediatric hematology/oncologytransplant and cellular therapy patients, delivering timely assessment, care coordination, and first-line clinical support for a medically complex, immuno-compromised pediatric population by using standardized protocols and sound clinical judgment to determine the appropriate level of care.
Essential Functions
- Performs telephone triage assessments for pediatric hematology/oncologytransplant and cellular therapy patients with symptoms or concerns including fever, neutropenia, bleeding, pain, dehydration, treatment-related toxicities, and other urgent or non-urgent clinical issues, using sound clinical judgment to determine the appropriate level of care.
- Utilizes standardized hematology/oncologytransplant and cellular therapy triage protocols, SmartPhrases, and Epic workflows to support consistent symptom assessment, documentation, communication, and care recommendations.
- Documents and communicates clinical information clearly in Epic through telephone encounters, In Basket routing, and related workflows to support continuity of care and timely interdisciplinary follow-up.
- Provides patient and family education, anticipatory guidance, and follow-up instructions by phone regarding symptoms, treatment-related concerns, home management, and when to seek urgent or emergent evaluation.
- Reviews and clinically prioritizes new patient referrals, outside records, and laboratory information to support appropriate scheduling timeframes, provider assignment, and timely access to care.
- Coordinates care across outpatient and inpatient settings, including same-day visits, infusion scheduling support, urgent add-ons, direct admissions, emergency department escalation, and other disposition needs based on clinical presentation.
- Supports medication, treatment access, and authorization workflows by initiating or routing telephone encounters, communicating with the appropriate clinical or operational teams, and facilitating timely follow-up to reduce delays in care.
- Manages triage communication workflows, including In- Basket prioritization and timely response to patient, family, provider, pharmacy, and care team needs.
- Conducts follow-up calls and ongoing communication for high-risk patients, unresolved concerns, and care plan updates to promote patient safety and continuity.
Knowledge, Skills, and Abilities
- Demonstrates advanced clinical judgment in pediatric hematology/oncologytransplant and cellular therapy care, including the ability to assess, prioritize, and respond to urgent and non-urgent patient concerns by telephone.
- Strong knowledge of hematology/oncologytransplant and cellular therapy symptoms, treatment-related toxicities, supportive care needs, and considerations for immunocompromised pediatric patients.
- Ability to utilize standardized triage protocols, clinical guidelines, and independent nursing judgment to determine appropriate disposition and escalation.
- Strong verbal and written communication skills, with the ability to communicate clearly and compassionately with patients, families, providers, and interdisciplinary team members.
- Proficiency in Epic documentation, telephone encounters, In Basket management, and related clinical communication workflows.
- Ability to provide effective patient and family education, anticipatory guidance, and follow-up instructions tailored to clinical needs.
- Strong organizational skills and the ability to manage multiple priorities, high call volumes, and time-sensitive issues in a fast-paced environment.
- Ability to collaborate effectively across outpatient, inpatient, infusion, pharmacy, and ancillary teams to support continuity of care.
Certifications
Must hold current APHON Chemotherapy/Biotherapy Provider or Instructor Status, ONCC Certification preferred (CPHON, CPON, BMTCN, TCTCN)
Experience
3-5 years nursing experience; Hematology, oncology, transplant, and cellular therapy experience required, and triage experience preferred
Impact of Decisions/Errors
Moderate to high impact roles affecting patient safety and outcomes.
Additional Operational Responsibilities
- Supports workflow standardization, patient throughput, and quality metrics tracking.
- Participates in quality improvement initiatives and continuous process improvement efforts.
- Supports development and maintenance of triage workflows, SmartPhrases, and standardized documentation tools to improve consistency and efficiency.
- Assists with data collection, reporting, and workflow monitoring related to triage volume, turnaround times, access, and quality metrics.
Additional Requirements
Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.
Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.
Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.
Learn more at Nemours.org
Nemours Children's Health is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust.
Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors.
Nemours began more than 80 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions.
Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own.
We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research.
Nemours is growing to better serve the children and families in our care. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.
