Full job description
Overview:
The Telephone Triage Nurse is responsible for providing safe and effective telephone assessments, patient care instructions, and directions to the appropriate level of care (emergent, urgent, medical/non-urgent and self-care). The basic job responsibilities would include (not limited to):
• Performing intake of phone calls from injured employees.
• Completing telephonic health assessments and rendering appropriate health care advice with clinical decision-making using their clinical expertise in accordance with est. protocols, national guidelines to prioritize, effectively assess, to refer patients to the appropriate level of care based on medical needs.
• Entering injured worker data into a claims application.
• Conducting follow-up phone calls to injured employees for health reassessments (when indicated).
• Maintaining accurate records for all incoming calls, including interventions and follow-up instructions.
• Actively participating in internal triage quality assessments, workflow enhancements, and procedure updates.
• Maintaining telephonic nurse triage assessment and advice standards in accordance with established protocols, policies, and procedures.
• Referral of patients as appropriately identified to the correct medical facilities or providers leveraging network channeling tools as applicable.
Required Qualifications:
• Bachelor's degree in nursing (BSN) and a minimum of 2 years acute clinical experience or similar position required.
• Philippines Registered Nurse
• Experience in Nurse Triage functions an added advantage.
• Written and verbal fluency in English
• Candidate should be willing to work in US operation hours.
Desired:
• Experience in Worker's Compensation or Utilization Review (especially URAC guidelines) added advantage.
• 2+ years related experience (preferred, e.g., telephone triage, urgent care, emergency department, triage, occupational health experience, orthopedics) with recent telephone or telehealth experience.
• Ability to work in a fast-paced environment with heavy telephone triage intake.
• Ability to work collaboratively with the team.
• Strong critical thinking and customer service skills.
• Great telephonic communication skills in English
• Understanding of Schmitt Thompson protocols
• Extensive knowledge of anatomy, physiology, and nursing care standards
• Analytical skills to assess patient condition.
• Effective oral communication skills to interview patients and explain next steps as well as to pass information on to other members of the care team.
• Decision-making skills to quickly assign a rating.
• Thorough understanding of infection control and health and safety standards
• Familiarity with electronic medical records (EMR), word processing and email software programs
Work Traits:
• Demonstrates adequate knowledge of clinical care with emphasis on use of criteria, guidelines, and national standards of practice.
• Demonstrates good written and oral communications, organizational and leadership skills.
• Computer literate.
• Demonstrates good time management skills.
• Self-starter.