ProHealth Care - Behavioral Health Triage Nurse - PRN

About the position The telephone triage nurse serves as a clinical contact for patients and consumers of healthcare with medical questions or seeking medical advice via telephone or other communication methods. As a critical member of the high performing Patient Access team, the telephone triage nurse provides clinical assessment to facilitate next steps in the patient's care. They are vital to improving patient care outcomes using a variety of methods including telephone triage, appointment scheduling, referrals for clinical symptoms to care team setting, and population health outreach responsibilities. The nurse accepts incoming patient calls and assists each patient appropriately, based on their individual care needs. This role continuously provides world class customer service in a high volume call setting.

Responsibilities

• Supports system initiatives for population health management and the care delivery of specific patient populations through telephone triage, chart review and outreach to patients in need of care.
• Offers call center RN triage or Assessment & Referral Triage when patient communicates symptoms, using evidence-based protocols for Nurse Triage.
• Handles emergent calls based on information provided by caller and department protocol.
• Responsible for facilitating professional verbal and written communication.
• Makes patient care decisions based on the urgency of the patient needs using safe and effective telephone advice, care management and directions for the appropriate level of care required.
• Directs patient to most appropriate level of care facility (i.e. office visit vs. urgent care vs. emergency room).
• Responsible for a high level of proficiency in handling critical calls ensuring a positive care outcome and patient experience.
• Accurately schedules provider, nurse, lab, resource, service line, and education/support groups using schedule templates as needed.
• Matches patient needs to available appointments, while following department, service line and provider specific protocols, schedule templates and patient preferences.
• Makes decisions about joint visits based on patient risk and triage disposition.
• Provides support to patients by answering clinical questions and resolving urgent and non-urgent clinical questions while scheduling appointments.
• Serves as the first point of contact for patients calling with medical questions or seeking medical advice and ensures their calls are being answered in a friendly, personal, professional and timely manner.
• Provides patients and consumers with evidence-based information about any questions or concerns they might have in regards to their health care experience.
• Accurately connects patients to other services as needed/anticipated (social services, financial/billing services, clinical services, etc.).
• Provides concise documentation in the electronic medical record (EMR) and any other communication methods and routes to appropriate care team members.
• Utilizes critical thinking and decision making skills to recognize and align patient reported symptoms with established protocols and assign acuity levels to ensure a high quality, safe and timely disposition of each patient interaction.
• Evaluates the patient or patient designee's understanding of instructions using teach-back methodology and conveys related information to the appropriate care teams via EMR documentation, telephone or other modern means of communication.

Requirements

• Associate's Degree in Nursing required.
• Current State of WI RN Licensure.
• At least 1 year of nursing experience in a primary care clinic environment required OR at least 3 years of nursing experience in hospital, home care, or community required.
• At least 1 year of telephone triage experience preferred.
• Demonstrated computer and keyboarding skills.
• Experience working in an EMR (electronic medical record), preferably EPIC.
• Demonstrated exceptional customer service skills.

Nice-to-haves

• Bachelor's Degree in Nursing preferred.

Benefits

• A culture that's warm, welcoming, and vibrant.
• A team-oriented work environment where opinions are respected and teamwork is valued.
• Leading-edge technology with opportunities to learn and grow.
• Highly competitive wages, an outstanding benefits package and resources to help you further your education.

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