The Telephone Triage Nurse assures that communication with each caller will be handled in a professional and tactful manner. When appropriate, the caller’s symptoms
will be assessed and triaged using the nursing process and approved guidelines in order to assist in obtaining the appropriate level of care and/or self-care advice. This position reports to the Call Center Manager and Director of Nursing. This position’s functions are supervised by the Call Center Manager.

Essential Duties and Major responsibilities:

• Uphold and support the mission, objectives and policies of the Community Health Connections
• Respond promptly to each incoming call
• If call warrants a triage, the caller’s stated symptoms will be assessed to determine the appropriate level of care required to safely meet the patient’s medical needs. (Emergent, urgent, non-urgent or home care status)
• When appropriate, provide home care instructions using the approved, written guidelines as well as approved reference material provided
• Utilize all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule appointments, or refer calls when necessary to the appropriate medical facility, personnel or specialized community
• Thoroughly complete documentation utilizing the appropriate computer software in compliance with the approved policies and procedures Ability to work both independently and in a team
• Will help manage medication refill requests, Prior authorizations, DME and other role based tasks
• Will assist with assigned Nursing tasks, messaging and requests
• Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development
• Maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education
• Participation in continuing education programs
• An ability to establish and maintain effective working relationships with physicians, coworkers, staff and medical service providers
• Must be capable of making independent nursing decisions
• Must be able to work well under stress and relate to the general public, nurses and physicians in a tactful manner

Minimum Qualifications:

• Graduate of an accredited School of Nursing
• Current Registered Nurse licensure in the State of Massachusetts
• Prefer minimum of three years’ recent clinical experience in a physician office, home health, critical care and/or emergency room
• Familiarity/experience with patient interactions on the telephone
• Strong ability to communicate effectively both verbally and in writing; thoughts
• are logical and clearly expressed.
• Excellent organizational abilities and documentation skills
• Must have adequate typing skills and basic computer knowledge

Experience

• 3 year(s): Clinical experience in physician office, home health, critical care and/or emergency room

Licenses & Certifications

• Registered Nurse

Skills

• Customer Service
• Medical terminology
• Medical office experience

Behaviors

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization