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Call Center Triage Nurse

Charles River Community Health

Call Center Triage Nurse

Brighton, MA
Full Time
Paid
  • Responsibilities

    Job Description

    CALL CENTER CARE TEAM – TRIAGE NURSE – FULL TIME

     

    CLASSIFICATION/STATUS: Non-Exempt Licensed, Full Time, Permanent

    IMMEDIATE SUPERVISOR: Director of Nursing  

    SUPERVISORY RESPONSIBILITIES: None

     

    WHO YOU ARE:

    YOUR ROLE & IMPACT

    The TRIAGE NURSE is a member of the Call Center Care Team, responsible for using decision-making skills to assess patient needs. The Triage Nurse will apply clinical knowledge and judgment and use decision-making skills to analyze and act on patient care issues. The Triage Nurse will be providing clinical support in assessment of symptoms, determination of symptom acuity, offering information related to symptom management, patient education and care coordinator. While answering calls demonstrates ability to initiate appropriate nursing interventions in prompt, precise and a professional manner. Assists patients and family members or other clients with concern and empathy. Direct involvement with Call Center staff in medical education that will help in delivery of great patient care.

    YOUR RESPONSIBILITIES

     

    • Assess patients' medical problems and complaints by phone and in person. Provide information and advice for home treatment when indicated.
    • Obtains history and gathers triage information to determine appropriate avenue for care.
    • Verifies patient insurance eligibility and identifies primary care physician.
    • Relays triage information and facilitates communication between the provider and the patient concerning patient disposition.
    • Based on assessment, assists physician to determine appropriate disposition.
    • Assists in the management of patient utilization of health care system and provides patient education relative to health care needs, use of community resources and responsibilities of membership in managed care.
    • Provides telephone advice according to established guidelines and protocols. Monitors compliance and evaluates effectiveness of home treatment instructions.
    • Develops telephone triage guidelines as needed.
    • Arrange for evaluation by a provider when indicated either by scheduling an appointment or telephone follow-up. Refer patients to the emergency room in consultation with a provider when indicated. Refer patient to other Health Center support services when indicated. Arrange transportation as indicated.
    • Educate patients and families by phone and in the Health Center about minor illnesses, medication usage, health maintenance needs, blood sugar monitoring, nebulizer usage and other prescribed health care regimens, operational procedures, and specialist referrals.
    • Participate in the establishment and documentation of standard triage protocols and procedures and patient education information and present materials for review/approval by Medical Director and/or quality assurance committee.
    • When necessary, secure appropriate interpreting services to handle communication with patients.
    • Work within various managed care systems to make appropriate triage decisions and to coordinate referral authorizations with the Manager of Managed Care.
    • Document all encounters in the medical record.
    • Complete WIC forms, school and camp forms, and immunization forms.
    • Receive and process lead test results and performs related patient contact and documentation.
    • Participate in community outreach projects and Center meetings as requested.
    • Participate in Quality Assurance activities as directed.
    • Work collaboratively with other Health Center staff in meeting JCAHO and other regulatory and/or funding requirements.
    • Perform other duties as required.

     

     YOUR QUALIFICATIONS, COMPETENCIES, TRAITS 

    • Bachelor of Nursing or graduate of LPN School with minimum four years of experience in nursing required.
    • Massachusetts Nursing license - RN or LPN required.
    • Minimum at three years experience preferably in an ambulatory setting/community health center with Family Practice focus.
    • Minimum at three years experience with telephone assessment and crisis management required.
    • Excellent communication and documentation skills.
    • Certification in CPR.
    • Bilingual/Bicultural preferred.
    • Willing to work one evening per week and Saturdays as needed.
    • Basic computer skill or willingness to develop these skills.
    • Experience in diverse culture preferred.

     

    WHO WE ARE & WHAT WE DO

     

    CHARLES RIVER COMMUNITY HEALTH’S mission is to improve the health and well-being of the communities of Allston, Brighton, Waltham and surrounding areas by providing quality, compassionate, coordinated care that is patient-centered, family friendly, and community focused.  

    CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities.  We serve over 15,000 patients annually, and 80% of those served are well below the poverty line while over 60% speak in a language other than English.

    We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

    We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients.  We also advocate for the needs of our patients, the community, and public health causes. 

    OUR PROMISE

    If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as CALL CENTER TRIAGE NURSE rewarding and impactful! You will also find a partner in your career path goals and trajectory!

    OUR BENEFITS & PERKS

    Medical & Dental Insurance

    Short & Long-term Disability Insurance

    Generous Paid Time Off

    Flexible Spending Account

    Employee Assistance Program

    Tickets at Work

    Health Reimbursement Arrangement

    Travel Reimbursement

    Professional Development Opportunities

    Solid track record of developing and promoting employees internally!