Telephone Triage RN
1 week ago
At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
A registered nurse who is responsible for triaging incoming calls from clients, and assessing needs to determine the severity of the condition. Recommend callers to an appropriate level of health care or self-management and facilitate referrals to primary providers, specialists, healthcare facilities and community resources. This nurse will also educate the client regarding care advice and preventive behaviors. Will demonstrate active listening, reflecting skills and the knowledge and skills necessary to provide patient care that is appropriate to the ages of the patients served. Special projects, initiatives, and other job duties as assigned. This position reports to the Manager of the Nurse System Triage Center. Job DescriptionMinimum Qualifications
Education: Completed Nursing Program Registered Nurse (RN) required; Bachelor of Science in Nursing (BSN) preferred
Licenses/Certification: Registered Nurse (RN) required, and RN AMB-BC preferred
Experience / Knowledge / Skills:
- Minimum three (3) years of clinical experience in acute or ambulatory care
- Excellent written, verbal, strong inbound and outbound telephonic and interpersonal communication skills
- Superior nursing process, critical thinking and problem solving skills
- Strong computer skills and technical aptitude, with the ability to navigate a Windows environment and type and talk at the same time
- Works effectively with minimum supervision and as a member of a team
- Ensures safe care to patients, staffs and visitors
Principal Accountabilities
- Demonstrates thorough knowledge and use of the nursing process.
- Conducts sound nursing assessments.
- Able to develop, implement and evaluate a plan of care for each call.
- Documents all inquiries according to department standards to medico legal/statistical purposes.
- Maintains a sense of pride and ownership for the program.
- Performs data entry at time of call.
- Maintains confidentiality of all interactions.
- Determine needs of the client by listening, asking open-ended questions and responding positively.
- Able to prioritize multiple competing tasks within a highly structured/scheduled environment with defined goals and expectations for performance.
- Reference the appropriate triaged guideline for 100 percent of clients. Select the first positive guideline question/statement.
- Facilitate appropriate disposition based on assessment information, triage parameters and clinical judgment.
- Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
- Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
- Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.
- Other duties as assigned.
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