Job Description
Job Summary: RN Phone Triage Nurse The RN Phone Triage Nurse is responsible for providing safe, consistent, and appropriate patient care within the Registered Nurse scope of practice. The RN Phone triage nurse is responsible for high-quality telephone triage, patient education, and clinical support in a community health center setting. This role is primarily desk-based, focusing on triage calls, as well as clinical inbox management and prior authorizations. The RN uses evidence-based protocols and sound nursing judgment to evaluate patient needs, determine appropriate levels of care, and ensure timely follow-up.
Specific Duties and Responsibilities: As a Registered Nurse, you will perform your job duties according to the Tate Nursing Practice Act while upholding the utmost ethical and safe techniques, always keeping the care of the patient as your top priority.
- Conduct telephone triage using standardized protocols and clinical judgment.
- Assess symptoms, determine urgency, and provide appropriate recommendations (self-care, same-day visit, emergency evaluation, etc.).
- Screens assigned telephone calls/messages and processes inquiries or refer to appropriate medical personnel per SVMS protocols.
- Collaborate with providers and multidisciplinary team members; and provide physical and psychological support to patients, families, and caregivers.
- Document all triage encounters thoroughly and accurately in the EMR.
- Provide patient education regarding symptoms, medications, chronic disease management, and follow-up care
- Demonstrates courteous and cooperative behavior with patients, families, co-workers, subordinates, supervisors, and other department staff.
- Always maintains patient confidentiality and privacy according to SVMS policies and procedures; uses discretion when discussing patient matters.
- Manage daily provider and nurse inbox messages, including patient questions, medication refill requests, referral coordination, and lab/result follow-up.
- Collaborate with providers to resolve clinical questions and address patient concerns.
- Ensure all messages are handled within established timelines and quality standards.
- Complete medication and diagnostic prior authorizations, including gathering supporting clinical documentation.
- Communicate with pharmacies, insurance plans, and specialty offices as needed.
- Coordinate care transitions, referrals, and follow-up appointments.
- Support quality improvement initiatives and chronic disease management workflows.
- Participate in team huddles, staff meetings, and continuing education as required.
- Follow all organizational policies, infection control standards, and regulatory requirements.
- Practices within the limits of the Nurse Practice Act and understands legal consequences of nursing action.
- Other duties as assigned
Qualifications - Current Registered Nurse (RN) license in good standing.
- Minimum 1-2 years of clinical nursing experience (primary care, pediatrics, internal medicine, community health, or urgent care preferred).
- Strong assessment and critical-thinking skills.
- Excellent patient-centered communication, compassionate telephone etiquette, and patient-education abilities.
- Comfort using electronic medical records (EMR/EHR systems).
- Ability to work independently in a fast-paced setting
- Attention to detail and strong documentation skills
- Efficient multitasking and time management
- Collaborative team approach
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