Description Using telephone interaction as the mode of delivery, facilitates callers’ access to appropriate level of care by assessing needs, offering clinical option, referral to health care providers, services and community resources. Promotes welllness and informed decisions by providing health information, home care advice anad prevention concepts. The telephone triage nurse must be able to assess a client's health concerns without the advantage of visual inspection or face-to-face interaction. Must rely on their communication skills, knowledge of disease processes, and normal growth and development for all age groups in order to ascertain an accurate understanding of the client's symptoms. Telephone triage nurse will also take patient/pharmacy requests for prescription refills and enter information into the patient record for Provider review and approval. The telephone triage nurse must have impeccable listening skills to notice the non-verbal clues the client is giving regarding pain, anxiety, fear, and level of comprehension. The RN will also perform previsit review of patient EMR to ensure all required information is available during the visit as well as Visits and Post Visit functions in support of the Provider.
Minimum of Associates Degree in Nursing required, Bachelor of Nursing degree preferred.
Licensed Registered Nurse in the Commonwealth of Massachusetts
Minimum 1 year experience with demonstrated competence in all aspects of nursing care and independent decision making in adult primary care.
Experience in telehealth triage, emergency medicine, or adult ambulatory care in primary care preferred.
Ability to utilize judgment and decision-making skills in performing triage exemplifying sound clinical judgment.
Pleasant telephone manner.
Excellent customer service skills and personal service knowledge including needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Outstanding written, verbal, telephone and interpersonal communication skills, including time management (ability to prioritize and effectively manage multiple tasks).
Knowledge of primary care clinical procedures and all processes involved in the delivery of quality care.
Ability to effectively communicate information to supervisor, peers, or customers.
Ability to work both effectively with minimal supervision as well as with fellow staff as a team.
General office abilities including minimum of 40 wpm typing and faxing.
Reading comprehension skills and computer literacy required.
Excellent command of the English language is required. Ability to speak Spanish (in addition to English) is preferred.