Triage and Advice Nurse

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Triage and Advice Nurse

JOB OVERVIEW: Receives and responds to calls from patients and families for health care assistance,
using the nursing process in accordance with applicable scope and standards of
practice and with the policies, values, and mission of the organization. This position
will also work collaboratively with clinical care teams in the coordination of care for certain patient symptoms and conditions.

DEPARTMENT: Clinic Network

WORK HORUS: As listed in posting.

REPORTS TO: Clinic Director or Manager

PREREQUISITES:
Current Washington Registered Nurse (RN) License required.
BSN or healthcare related degree preferred.
Minimum 3 years' experience as a registered nurse, required. Preferably in a hospital based environment such as ED, CCU, ICU, etc.

QUALIFICATIONS:
Proficient in using Microsoft Office suite.
Experience working with Electronic Health Record, EPIC preferred.
Demonstrated knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions.
Excellent oral and written communication skills working in diverse setting.
Demonstrated commitment to patient centered care.
Demonstrated critical thinking skills, problem solving and excellent clinical judgment.
Demonstrated flexibility and ability to prioritize and manage multiple demands.
Able to work collaboratively with a wide range of disciplines on the health care team.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS
PERFORMANCE RESPONSIBILITIES: Requires sitting for extended periods of time. May require standing and walking for extended periods of time. Requires ability to lift and carry items weighing up to 50 pounds in emergency situations. Requires correct vision and hearing to normal range. Requires ability to communicate effectively in oral and written fashion. Requires working under changing conditions. May have exposure to communicable diseases or body fluids and other conditions common to the clinical environment.

PERFORMANCE RESPONSIBILITIES:
Generic Job Functions: See Generic Job Description for Clinical Partner.

Essential Responsibilities and Competencies:
Telephone Assessment, Triage, and Care Management:
Manages patient health concerns and symptoms via a telephone interaction utilizing approved protocols for the assessment and management of a range of symptoms in the Primary Care and Specialty Care setting.
Triage phone response requires assessment, patient education, and crisis intervention.
When appropriate, contact appropriate emergency response services.
Provides referrals to healthcare providers and community resources when appropriate, including location, hours, and contact information.
Schedules appointments as needed.
Provides education for patient and/or family members, according to the individualized needs of the patient and as prescribed by the Provider and/or Group policy.
Responds to patient questions and appropriately provides reassurance while responding to patient concerns.

Documentation in the Electronic Health Record:
Maintains accurate and detailed patient records.
Enters all pertinent communications with the patient into the Medical Record.
Navigates and documents in the Electronic health record while simultaneously talking with the patient or family member on the phone.

Clinical Resource for Staff:
Performs and delegates a variety of tasks to facilitate patient care.
Provides leadership support and guidance to call center staff for clinical questions as appropriate.
Assists in orienting and training new staff.
Seeks opportunities to improve or enhance triage and patient advice services within the organization.

Other Duties as Assigned:
Participation in process improvement work that supports organization of quality and safety initiatives.
As a member of a health care team, functions in the role of patient advocate by being in the position of initial contact for patient-related issues.
Provides support and coverage for clinic care management team.
Additional duties as assigned.

Revised: 4/21
Grade: NC28
FLSA: E
CC: 8318

PREREQUISITES:
Current Washington Registered Nurse (RN) License required.
BSN or healthcare related degree preferred.
Minimum 3 years' experience as a registered nurse, required. Preferably in a hospital based environment such as ED, CCU, ICU, etc.

QUALIFICATIONS:
Proficient in using Microsoft Office suite.
Experience working with Electronic Health Record, EPIC preferred.
Demonstrated knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions.
Excellent oral and written communication skills working in diverse setting.
Demonstrated commitment to patient centered care.
Demonstrated critical thinking skills, problem solving and excellent clinical judgment.
Demonstrated flexibility and ability to prioritize and manage multiple demands.
Able to work collaboratively with a wide range of disciplines on the health care team.