Job Description

Call Center Telephone Triage Advice Nurse Position Title: Call Center Telephone Triage Advice Nurse Reports To: Director of Nursing Job Summary: The Call Center Telephone Triage Advice Nurse is responsible for triaging and assessing incoming calls from patients, providers, hospitals, clinics, laboratories, pharmacies and any other persons needing triage, assessment, assistance or advice regarding SRCH patients. The Call Center Telephone Triage Advice Nurse assists Call Center staff in prioritizing incoming calls, taking urgent calls if Team Nurse is unavailable, and is available to offer assistance, guidance and education on an ongoing and as needed basis. Duties and Responsibilities Triages/assesses and prioritizes all incoming calls. Answers calls on a wide variety of topics and for all age groups and medical conditions. Answers all calls in a timely, professional manner. Determines severity/urgency/concern and advises/directs patients or callers as appropriate per written policies and procedures. Collects necessary information from callers to make an accurate assessment. Uses electronic medical records to retrieve information. Documents calls using Telephone Encounters. Consults with PCP or POD as needed. Educates callers on self‑help and home‑care strategies to reduce the need for office visits (when appropriate) and reduce Urgent Care/Emergency Department visits. Provides clear information, advice and education to callers. Schedules appointments as needed based on clinical assessment and judgement and/or upon request by caller. Maintains strict patient confidentiality and complies with all HIPAA policies. Assists Team Clinic nurses with their assigned telephone encounters as appropriate. Qualifications Education Current valid California RN license in good standing. Current CPR certification. Experience Two years of experience with direct patient care preferred. Background in critical care, emergency nursing, ambulatory care or primary care preferred. Knowledge and Skills Fluent in English; Spanish (speak, read and write) preferred. Knowledge of compliance issues within the community health clinic environment. Strong critical‑thinking skills. Strong interpersonal skills; sensitive to persons of various social, cultural, economic and educational backgrounds. Strong organizational skills with ability to prioritize work relatively independently and manage multiple tasks with frequent interruptions. Strong written, listening and verbal communication skills. Good judgement, problem‑solving and decision‑making skills. Familiarity with a wide variety of patient‑related conditions, medications, procedures and resources available for all age groups. Ability to give and follow verbal and written instructions with attention to detail and accuracy. Physical Requirements Ability to use standard office equipment including telephone, portable telephone, computer, keyboard and mouse. Job requires frequent sitting; workstation may be evaluated for a stand‑up option. Ability to communicate effectively, both in writing and when speaking, in a manner that can be understood by those with whom the nurse is speaking. Ability to use a certified translation service as needed. #J-18808-Ljbffr Santa Rosa Community Health

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