The Triage nurse is responsible for telephonic consultative delivery of clinical care and works closely with the integrated care team including, medical/psychiatric providers, medical assistants, other nurses, clinicians, dental and support staff and other specialty services to ensure the effective and efficient delivery of primary health care, treatment and services to all patients.
The telephonic triage nurse will work within the Navigation Center setting to receive incoming patient calls directly. The triage nurse will speak with the clients directly to ascertain the nature of the call and determine appropriate action. This includes coordinating care with the remote clinical teams, communicating patient symptomology, assessing telephonically to triage patient acuity based on symptomology and/or complaints offered, managing requests for medication refills, answering medical questions, coordinating scheduling appointments with callers as a result.
Daily and consistent coordination of care communication will occur between the triage nurse and the direct clinical teams throughout the day via telephone, email or instant messaging if available. Triage nurse will connect with clinical teams emergently/urgently when indicated.
EDUCATION AND EXPERIENCE/QUALIFICATIONS
Bachelor of Nursing degree from an accredited nursing school plus five (5) years’ acute care experience in hospital or clinic setting providing nursing services to patients from diverse economic and cultural backgrounds, as well as exceptional communication, interpersonal and organizational skills are required. Outpatient primary care setting experience preferred. Bi-lingual English/Spanish is helpful to communicating with clients with Spanish as their primary/preferred language. Current BLS-CPR Certification preferred.
Position will serve Bristol, Hartford, and New Britain.
Licensure Requirements for Clinical Positions
Credential(s) Required: Current State of Connecticut Unencumbered Registered Nurse License
Wheeler provides equitable access to innovative care that improves health, recovery and growth at all stages of life.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Utilize collective experience and knowledge base to assess caller’s complaint or history of presenting illness at their point of contact through the main Wheeler number to Navigation Center.
Specializes in telephonic triage nursing assessments of new and established patients of all ages with acute and chronic health conditions. This includes infants/newborns, school age children, adolescents, teenagers, young adults through geriatric aged clients.
Utilizes high level skills and advanced competency in nursing judgment while accessing an integrated telephonic and computer system to provide linkages to services, Demonstrates high level technical and operational knowledge and skills, and is able to apply this knowledge and skills to callers of the Health and Wellness Centers (HWC).
Manages patient health concerns and symptoms via a telephone interaction utilizing approved protocols for the assessment and management of a range of symptoms. Interactions require assessment, patient education and may require crisis intervention.
Maintains high level of professionalism with all interactions with a high standard of excellence. Calls will be answered real time or returned within one hour if not taken at time of call.
Responds to and prioritizes incoming patient messages and test results based on acuity and need. Schedules appointments as needed, connects with the clinical teams directly to discuss concerns/validate developed plan when necessary.
Responsible for reviewing, authorizing or referring back to provider, prescriptions in accordance with established medication refill protocols for psychiatry and medical services with the local pharmacies, and coordinates follows-up to ensure refill is processed and patient is aware of actions taken/needed.
Collaborates with all specialty and primary care providers of the HWC, (medical, dental, psychiatric and/or specialty providers within the clinic), other nurses and clinicians, support staff to ensure high standard of care is maintained.
Performs duties and responsibilities in a manner consistent with the HWC’s mission, values and service standards. Seeks high level guidance at any time action steps are in question.
Assesses appropriately and prioritizes caller’s needs, triages medical conditions, provides medical advice and consultation as authorized, and contacts providers to seek guidance and support for questions.
Delivers patient education, according to the individualized patient and/or family members about diagnostic procedures, medications, nutrition and maintenance of health and wellness.
Responds to patient questions and appropriately provides reassurance while responding to the patient concerns.
Addresses emergencies and complex medical conditions in a calm, efficient and appropriate manner utilizing considerable judgment and decision making in reliable, accurate and timely manner as authorized.
Schedules patients for appointments in timeline determined by patient presenting problem, documenting all elements of the call with the client, and in accordance with the access to care protocol.
Makes referrals to care coordination or other specialty services or support services when psychosocial needs are identified.
Responds to incoming telephone calls and contacts using nurse competency and EHR in accordance with best nursing practices on triage assessments.
Documents all calls in an accurate and timely manner using the electronic health record (EHR), follows up on calls with correspondence or other means as needed to complete transactions.
Delivers nursing care according to the standards of care defined within the American Nurses Association (ANA) Standards of Clinical Practice.
Provides chronic care disease support to the patients in the form of phone call contacts, and in coordination with the established care plan, updating as necessary with actions taken with/for patients as they apply to the care plan.
Demonstrates strong nursing knowledge base and critical thinking skills in job performance. Ensures continuity of care is maintained in all aspects of patient care and scheduling appointments.
Contributes to medical staff’s effectiveness by identifying patient care issues that must be addressed and sharing the information through appropriate channels with appropriate staff.
Provide information and insight gained through telephonic interactions to the complex care team for discussion in multi-disciplinary teaming and/or daily huddle.
Protects patients and employees by adhering to infection-control policies and protocols, not limited to hand hygiene and personal protective equipment usage, when appropriate. Maintains clean work environment.
Must be able to pass a respirator fit test at time of hire and on an annual basis.
Participates with regular staff meetings focused on coordinating care within an interdisciplinary team.
Performs job responsibilities consistent with standards for best practice nursing, including excellent communication with all providers to ensure the delivery of high quality care.
How to Apply