TELEPHONE TRIAGE REGISTERED NURSE

Company Description: 

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

Job Summary:

The Telephone Triage Registered Nurse serves as a primary clinical point of contact for patients, managing inbound calls and patient messages related to medical concerns. This role involves assessing symptoms, addressing chronic disease management needs, and providing evidence-based guidance using standardized triage protocols and critical thinking skills. The nurse evaluates the urgency of each situation and directs patients to the appropriate level of care, ensuring timely and effective medical support.

Qualifications:

• Graduate of an accredited nursing program. Associate Degree in Nursing (ADN) is required, Bachelor of Science in Nursing (BSN) is preferred.

• Minimum of 2-3 years of clinical nursing experience, preferably in outpatient, ambulatory care, or emergency setting preferred. Experience with telephone triage protocols is highly desired.

• Holds a current and unrestricted Registered Nurse (RN) license in the state of California.

• Ability to meet requirements of CPR, First Aid and other mandated programs.

• Possess critical thinking skills and the ability to work effectively and independently in a fast-paced setting.

• Possess strong clinical assessment, problem-solving, and decision-making skills to manage complex patient situations and make appropriate care recommendations.

• Demonstrate exceptional verbal communication and active listening skills, conveying empathy and reassurance to patients over the phone.

• Maintain calm, professional demeanor during stressful and urgent situations while exhibiting compassion and cultural sensitivity.

• Ability to plan, organize, develop, implement, and interpret the programs, goals, objectives, and policies that are necessary for providing quality care.

• Be comfortable and proficient with Electronic Health Record (EHR) and telehealth technology.

• Strong employee relations and interpersonal skills.

• Excellent writing, business communication, editing, and proofreading skills.

• Ability to interact effectively and in a supportive manner with persons of all backgrounds.

• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.

• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

• Ability to establish and maintain positive and professional working relationships.

• Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.

• Must be able to be at work regularly and on time.

• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

• A can-do attitude with attention to detail.

• Ability to type a minimum of 35 WPM with minimal errors.

• Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.

• Must be able to use office equipment (i.e. copier, fax, etc.).

• Available to work a part-time schedule with a minimum of 32 hours per week, with the potential for increased hours in the future.

Essential Duties/Responsibilities:

• Manages incoming calls and conducts telephonic or virtual health assessments to evaluate a patient’s symptoms and medical history determining the severity and urgency of their condition.

• Uses established, evidence-based guidelines, protocols and clinical judgment to provide appropriate medical advice and make decisions on next steps for a patient’s care.

• Provide appropriate patients dispositions to emergency/higher level of care or clinic provider appointments.

• Identifies and responds effectively to critical and emergency situations, escalating high-risk cases to clinical leadership or emergency services as appropriate.

• Obtains appropriate input and direction from provider as needed to determine best clinical course of action and recommendations for specific patient health care needs.

• Document symptoms, complaints, nursing assessments, advice provided, and patient or caller responses accurately and thoroughly. Adhere to established policies, procedures, and protocols to ensure consistency, departmental effectiveness, and improved patient health outcomes and access to appropriate care.

• Offers clear and concise medical education and self-care instructions for managing minor ailments or chronic conditions, and provides guidance on medications and follow-up care.

• Collaborates with providers and other members of the health care team to schedule appointments, coordinate referrals, manage prescription refills and close gaps in care.

• Provides RN coverage for nursing services as per the Title 22 CC Section 75028

• Protects patients by adhering to infection control policies and protocols.

• Maintains accurate, timely and thorough documentation of all patient interactions, assessments and recommendations in the electronic health record.

• Maintains patient privacy and protects operations by complying fully with HIPAA regulations.

• Maintains a cooperative relationship among health care teams by communicating information, responding to requests, building rapport, participating in team problem-solving methods.

• Ensures that services are provided in a manner that is appropriate to patient needs and in full compliance with established medical protocols and legal and programmatic requirements.

• Assists with additional clinical duties as needed or assigned, such as managing clinical Inbox messages.

• Participate in staff meetings, and attend other meetings and training events as assigned.

• May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits:

• Employer paid health, dental, and vision benefits to the employee.

• Option to participate in a 403(B) retirement plan with employer matching contribution.

• Partial educational reimbursement.

• 12 paid holidays.

• Accrued paid time off with each pay period.

• Employee discount programs.

• Colleague Referral Bonus Program.

Connect with Axis:

Company Page: https://www.axishealth.org

Facebook: https://www.facebook.com/axiscommunityhealth 

LinkedIn: https://www.linkedin.com/company/axis-community-health

Annual Gratitude Report: https://issuu.com/axiscommunityhealth/docs/gratitudereport2024

Physical, Cognitive, and Environmental Working Conditions:

Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.

Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required. 

Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods. 

Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood. Must be able to see clearly and have the ability to judge distances and spatial relationships to see objects where and as they actually are.

Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.

Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises. 

Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity. 

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