JOB TYPE: / Clinical Triage Nurse
HOME COMPANY: / The Villages Health System, LLC
HOME BUSINESS UNIT: / The Villages Health, LLC
REPORTS TO: / Lead Telephone Triage Nurse
FLSA STATUS: / Non-Exempt
PRE-REQUISITE:
UPDATED: / 12/31/2017
FILE CODE:
SCOPE OF RESPONSIBILITIES

A non-exempt position responsible for providing clinical triage decision making under the supervision of the Lead Clinical Telephone Triage Nurse. The nurse should be able to prioritize the urgency of the patient telephone interaction based on the assessment data, utilize decision support tools and collaborate with other health care professionals to arrive at a plan of care, implement appropriate interventions, and evaluate the outcome.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments).
  1. Performs nursing assessment of patients with acute and/or chronic health problems via telephone.
  2. Chooses the most appropriate decision support tool based on the assessment.
  3. Advises the patient and/or the family of the patient on the recommended level of care.
  4. Educates the patient and/or the family regarding level of recommended care, including over the counter (OTC) medications and therapies, symptoms to report and when to call back.
  5. Follows up on patients via telephone for symptom resolution or disposition.
  6. Reports assessment, findings, and other pertinent information to the Primary Care Physician (PCP) or to the appropriate designated Provider or the care management team.
  7. Accurately communicates and documents assessments and recommended interventions within identified time frames.
  8. Schedules and confirms appointments.
  9. Conducts research of available information or community resources and provides to patient, as appropriate.
  10. Other duties as assigned.

EDUCATIONAL/EXPERIENCE REQUIREMENTS

Must have a valid Florida Registered Nurse’s License

  • BLS Healthcare provider.
  • Graduate of an accredited school of nursing.
  • Knowledge of scope of practice for RNsin the State of Florida.
  • Professional knowledge of clinical nursing protocols in various specialties with emphasis in the areas of disease processes, emergencies, and pharmacology.
  • Knowledge of what medical symptomology constitutes urgent/emergent care. Knowledge of medical terminology and abbreviations.
  • Knowledge and understanding of managed care concepts strongly recommended.
  • Knowledge of clinical protocols for vital signs. Knowledge of normal values for vital signs (BP, Pulse, Respirations, Temps).
  • Knowledge of scheduling practices/referrals for physician offices preferred.
  • Knowledge of effective teamwork practices between front and back office staff.

SUPERVISORY RESPONSIBILITIES

Assists with training and evaluation of Clinical Telephone Assistants and Clinical Triage Assistants as assigned.

SKILLS AND ABILITIES

Skills:

  1. Strong critical thinking skills.
  2. Excellent clinical skills and judgment.
  3. Strong coaching ability
  4. Skill in initiating appropriate emergency procedures.
  5. Skill in handling a number of tasks simultaneously.
  6. Skill for tact and diplomacy in interpersonal interactions.

Abilities:

  1. Ability to communicate calmly and clearly with patients.
  2. Ability to use manual dexterity to perform medical treatments.
  3. Ability to establish and maintain effective working relationships with coworkers and diverse patient populations.
  4. Ability to perform mathematical calculations for drug dosages.
  5. Ability to work with computer and effectively use electronic medical records (EMR).
  6. Ability to work under pressure.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Daily standing, walking, bending. May require lifting up to 20 pounds. Ability to handle stressful situations and work with difficult patients.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Environment setting administrative office- controlled (light temperature, air quality and acoustics). Occasional clinic setting at medical offices.

ACCESS TO PROTECTED HEALTH INFORMATION (PHI)

WORK ENVIRONMENT

This position requires FULL access to Protected Health Information (PHI), and will adhere to HIPAA regulations regarding PHI.

Employee and supervisor have reviewed the above job description and determined that it accurately reflects the position. Employee acknowledges and agrees that he/she is qualified to perform the essential functions of the position [with] or [without] accommodation.

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Employee Name

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