Nurse Triage RN - Call Center (Ambulatory Care Clinic)
Harbor Health is looking for a compassionate & skilled Nurse Triage to join our Ambulatory Care Clinic's call center team! Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center.
As a Nurse Triage, you will play a crucial role in providing prompt and accurate telephone assessments and triage services to patients, ensuring they receive the appropriate level of care based on their symptoms and needs. Your expertise in clinical assessment, communication, and decision-making will help ensure efficient and effective healthcare delivery for our patients.
Our Triage Nurse will be responsible for:
Telephone Triage and Assessment:
- Answer incoming calls from patients seeking medical advice, information, or guidance.
- Conduct comprehensive assessments of patients' symptoms, medical histories, and current conditions to determine the urgency and appropriate course of action.
- Utilize clinical guidelines, protocols, and your nursing expertise to provide accurate and timely triage recommendations.
- Assess patient needs, provide appropriate self-care instructions, and direct patients to appropriate resources, including scheduling appointments, referrals, or emergency care.
Clinical Decision-Making:
- Analyze patient symptoms, complaints, and medical history to make informed decisions regarding the urgency and level of care required.
- Collaborate with healthcare providers and other team members to seek advice or guidance for complex cases or situations that require additional expertise.
- Identify high-risk symptoms or red flags that require immediate attention and initiate appropriate actions, such as emergency dispatch or referral to urgent care.
Patient Education and Support:
- Provide patients with accurate and understandable information regarding their symptoms, self-care measures, medication instructions, and follow-up care.
- Offer emotional support, empathy, and reassurance to patients during challenging or distressing situations.
- Educate patients on when to seek emergency care versus non-emergent care, helping them make informed decisions about their healthcare needs.
Documentation and Data Management:
- Document all patient interactions, assessments, triage recommendations, and interventions accurately and comprehensively in the electronic health record system.
- Maintain strict confidentiality and adhere to privacy regulations and clinic policies when handling patient information.
Quality Assurance and Continual Improvement:
- Participate in ongoing training, education, and quality improvement activities to enhance your triage skills and stay updated with best practices.
- Provide feedback on call center processes and suggest improvements to optimize efficiency and patient satisfaction.
- Collaborate with supervisors and team members to develop and revise triage protocols and guidelines based on evidence-based practices and clinic-specific needs.
Requirements:
- Registered Nurse (RN) licensure with a minimum of 5 years of clinical experience.
- Experience in telephone triage, ambulatory care, emergency department, or a related healthcare setting is preferred.
- Excellent clinical assessment and critical thinking skills to make accurate and appropriate triage decisions.
- Strong knowledge of medical conditions, symptoms, and common medications.
- Exceptional communication skills, both verbal and written, to effectively interact with patients, colleagues, and other healthcare professionals.
- Ability to remain calm, empathetic, and professional during stressful or high-pressure situations.
- Proficient computer skills and experience with electronic health record (EHR) systems.
- Ability to work in a fast-paced environment, managing multiple calls and tasks simultaneously. Flexibility to work various shifts, including evenings, weekends, and holidays, as per call center requirements.
- This would be hybrid, employees needs to be based in Austin TX.