Call Center Triage RN - Yale New Haven Health

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Clinical Triage Nurse works in a fast-paced call center environment and utilizes a patient-centered approach to direct patients to the appropriate level of care based on the severity of their clinical need by using protocols and algorithms. The Clinical Triage Nurse will communicate with patients, families, physicians, and support staff as appropriate. The Clinical Triage Nurse will be responsible for developing relationships with associated contact center teams, clinical practices (including on-site support and virtual meetings) and connected resources.

EEO/AA/Disability/Veteran

• 1. Performs telephonic triage to a diverse patient population using best practice clinical protocols and when indicated standing orders or use of referral trees to assist the patients to the appropriate level of care.
• 2. Collaborates with wide array of healthcare clinicians and resources to secure time-sensitive response to patients with an objective of a one call resolution, when applicable.
• 3. Use effective communication skills in interacting with providers, patients, and families to correctly assess an individual's needs and capabilities in order to successfully facilitate information exchange and guide next steps.
• 4. Follow up with patients providing test results, education, escalation or triage for medical management of symptoms when appropriate.
• 5. Apply clinical assessment and communication skills while adhering to established clinical guidelines.
• 6. Follows established call management guidelines, perform complete, accurate and timely documentation and data entry for all clinical activity in accordance with standards.
• 7. Consistently demonstrate ability to respond to changing situations in a flexible manner to meet current needs, such as reprioritizing work as necessary.
• 8. Identify needs and make appropriate recommendations for quality improvement which creates perceived value for customers.
• 9. Maintain strict patient confidentiality.
• 10. Continuously expand knowledge and understanding of community resources while assisting patients to access and utilize available/appropriate resources available. Maintain working knowledge of regional community resources (Urgent Cares, Walk in Care, video Care, Emergency Departments, etc).
• 11. Works independently and maintains competence in nursing care.
• 12. Obtains all requested clinical documentation.
• 13. Coaches, trains, and mentors new and existing triage staff. Provides routine feedback and oversight of Health Advisors.
• 14. Demonstrates patient service excellence at all times.
• 15. Build and maintain positive working relationships with patients and clinical triage team. Maintain a visible role within the clinical practices to foster collaboration with providers and staff. Ensure an understanding of clinic specific workflows and procedures to maintain adherence to updated protocols.
• 16. Performs quality assessments to ensure proficiency in the specialized skills of triage nursing and adherence to productivity, efficiency, and patient experience standards.
• 17. Other duties as assigned.

EDUCATION

Graduate of an accredited school of Nursing. RN required. Bachelor's or master's degree in nursing preferred.

EXPERIENCE

3 years of clinical experience in direct patient care required. Triage or ICU/ED experience preferred.

LICENSURE

Registered Nurse license in the state of Connecticut required. Basic Life Support (BLS) certification and Advanced Cardiopulmonary Life Support (ACLS) per departmental policies.

SPECIAL SKILLS

Ability to triage non-urgent and emergent situations. Working knowledge and ability to apply professional standards of practice in a work environment. Excellent interpersonal and customer service skills, strong ability to educate, and excellent communication written and verbal skills. Must be organized and able to prioritize competing tasks while working collaboratively. Basic computer skills. Proficient in various word processing, spreadsheet, and database programs, including Microsoft Word, Excel, PowerPoint, Outlook, etc.

PHYSICAL DEMAND

Work is preformed both on-site and remote. Requires ability to operate standard office equipment.