Job Overview

JOB DESCRIPTION

The Telephonic Triage RN is responsible for providing nursing care services to assigned practice(s)/specialty(s). Completes bio-psychosocial telephonic assessment using approved clinical protocols to triage patient needs and provide best course of action or patient disposition. This role serves as a patient/caregiver advocate and acts as a communication link between the patient/caregiver, physician, pharmacy, and or hospital using approved system platforms for communication. This role has a strong working knowledge of patient needs that are emergent and require immediate attention, urgent, and non-urgent. This role utilizes best practices in documentation to ensure communication is efficient, concise, and timely. The goal is to provide first call resolution. This role understand the needs of the organization and supports the mission, values, and management of TriHealth Physician Practices.

Job Requirements

Associate's Degree in Nursing (Required)

2 - 3 years Clinical Nursing (Required)

Acute Care

Strong Computer Skills

Ability to type and talk at the same time

Knowledge, judgment, and skills derived from the principles of Biological,

Physical, Behavioral, Social, and Nursing sciences.

Registered Nurse RN - Registered Nurse - State Licensure and/or Compact State Licensure Upon Hire Required

Basic Life Support (BLS) Upon Hire Required

Job Responsibilities

Coaching/Development: Promotes a positive work environment by working collaboratively with team members, recognizing colleagues for excellence, and participating in peer to peer coaching

Interdisciplinary Collaboration: Manages In-Basket messages received in a timely manner. Responds to and addresses patient concerns, first call resolution, when in scope. When applicable, ensures all messages sent to providers have complete and accurate information. Implements changes in nursing practice/patient care that have resulted from quality of care activities.

Operations Management: Operating in "Ready" mode during work hours with minimum utilization of "AUX/Not Ready". Goal is <20% of total time staffed. Completes patient hand-offs to healthcare team/providers concisely and accurately using SBAR. Completes assigned work requirements utilizing critical thinking and clinical protocols during assessment and triage of patient call/message.

Patient Engagement: Utilizes key tools such as AIDET+P, HEARD Model, scripting, and workflows to create a standard patient experience across the system. Proactively handles complaints and escalates patient grievances to practice or appropriate leader.

Quality/Safety/Satisfaction: Assesses and triages patient status via phone and EHR. Utilizes approved clinical protocols to support patient disposition or clinical advice. Reviews health maintenance and or specialists documentation/flowsheet. Provides education materials per guidelines.

Relationship/Culture: Performs activities that maintains specialty/department specific models of care, systems, policies, approved clinical protocols, and cultural norms that deliver superior patient care. Participates and supports collaborative relationships among the healthcare team and providers. Supports diversity and utilizes cultural competency and age appropriate care when interacting with patients and caregivers.

Working Conditions

Bending - Occasionally

Climbing - Occasionally

Concentrating - Consistently

Continuous Learning - Consistently

Hearing: Conversation - Consistently

Hearing: Other Sounds - Consistently

Interpersonal Communication - Consistently

Kneeling - Occasionally

Lifting <10 Lbs. - Occasionally

Lifting <50 Lbs. - Rarely

Pulling - Occasionally

Pushing - Occasionally

Reaching - Consistently

Reading - Consistently

Sitting - Frequently

Standing - Occasionally

Stooping - Occasionally

Talking - Consistently

Thinking/Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Frequently

Visual Acuity: Far - Rarely

Visual Acuity: Near - Consistently

Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, We Believe There Is No Responsibility More Important Than To SERVE Our Patients, Our Communities, And Our Fellow Team Members. To Achieve Our Vision And Mission, ALL TriHealth Team Members Are Expected To Demonstrate And Live The Following

Serve: ALWAYS...

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas
  
  

Excel: ALWAYS...

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service
  
  

Respect: ALWAYS...

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.
  
  

Value: ALWAYS...

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
  
  

Engage: ALWAYS...

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community