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Patient Care Triage Nurse RN/LPN
2 months ago
Organization: Hawai'i Island Community Health Center
Position: Call Center Triage Nurse, RN/LPN
POSITION SUMMARY
The Call Center Triage Nurse operates under the guidance of the Call Center Manager, primarily tasked with managing triage inquiries, coordinating urgent appointments, liaising with the clinical team, engaging with community healthcare providers, and offering assistance to fellow call center personnel with clinical inquiries. Proficiency in handling a multi-line phone system, addressing inquiries, directing calls accurately, documenting patient details, and delivering professional customer service is essential. The ideal candidate will possess outstanding communication abilities, capable of extracting vital information and providing clear guidance to patients and HICHC staff.
KEY RESPONSIBILITIES
This role may encompass various responsibilities within HICHC. The following duties are indicative and not exhaustive:
Call Center Responsibilities
- Promptly and courteously answer incoming calls, screen inquiries, and connect callers to the appropriate departments.
- Verify caller identities and their contact details.
- Provide general information regarding HICHC programs, functions, and services.
- Assist in scheduling, rescheduling, canceling, and confirming appointments for both new and returning patients.
- Forward calls related to referrals, medication refills, and lab test orders to the appropriate personnel.
- Maintain daily logs of patient calls and interactions.
- Ensure customer satisfaction by upholding a positive, empathetic, and professional demeanor.
- Effectively communicate with patients by actively listening and addressing their requests or concerns.
- Stay informed about available services within the clinic and community to better assist patients.
- Register new patients and update existing patient information to facilitate appointment scheduling.
- Collect and accurately enter personal, demographic, health, and insurance information into patient records.
- Follow departmental protocols when managing difficult or disruptive callers.
- Engage in ongoing training to enhance customer service and technical skills.
Triage Nurse Responsibilities
- Exhibit the necessary skills and knowledge to provide care for patients across all age groups in accordance with established policies and nursing competencies.
- Screen patient calls, voicemail messages, and electronic communications requiring medical advice.
- Return calls to patients as directed by medical staff to provide essential information such as medication instructions and lab results.
- Accurately assess patient conditions and offer medical advice based on established protocols and reference materials.
- Relay patient information to primary care providers or specialists as needed for continuity of care.
- Schedule appointments based on urgency, ensuring timely access to appropriate providers.
- Adhere to protocols for urgent and same-day appointments, communicating necessary information to the healthcare team.
- Document all clinical interactions and advice provided in the patient's medical record promptly and accurately.
- Act as a liaison for HICHC with the surrounding medical community to facilitate urgent communications.
- Initiate follow-ups for future appointments, evaluations, or necessary treatments.
- Support non-licensed staff in the call center, including operators and schedulers.
- Participate in required continuing education focused on triage nursing across various specialties.
- Collaborate with leadership to ensure an integrated and efficient healthcare delivery system.
- Complete additional tasks and attend all mandatory meetings as required.
POSITION REQUIREMENTS
Education and Experience:
- High School diploma or GED and completion of an accredited nursing program.
- Degree in Nursing is mandatory.
- Preferred experience in a community health center and managed care environment.
- Demonstrated experience in progressively responsible roles with the necessary skills to perform essential functions competently.
Licenses and Certifications:
- Current RN or LPN Nursing license for the State of Hawaiʻi is required.
- Current BLS certification is required.
Knowledge, Skills, and Abilities:
- Familiarity with community healthcare and understanding of leadership and management principles.
- Strong interpersonal and customer service skills.
- Good organizational and self-management abilities.
- Proficient in computer systems, including word processing and electronic communication.
Language Skills:
- Ability to read and interpret various documents, including patient records and procedure manuals.
- Strong writing skills for internal reports and communication.
- Effective communication with diverse groups, including staff and patients.
Personal Characteristics:
- Team player with high integrity and good personal habits.
- Ability to manage multiple tasks and maintain respect from colleagues and the community.
