Telehealth Triage Nurse at Parkview Health

Purpose: Triages or manages symptom-based encounters with a patient over the phone or video, utilizing evidence-based triage protocols. Decreases unnecessary visits to physicians, APP’s, and the emergency room and provides information for self-care. Uses excellent communication and information-gathering skills to determine the best course of action for the patient with appropriate disposition. Deals with the entire spectrum, from healthy patients to the acute and chronically ill. Telehealth triage nursing is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions commonly applied by the Triage Nurse are as follows: identifying and clarifying patient needs; conducting health education; promoting patient advocacy and self-efficacy; and assisting the patient to navigate the health care system.

Duties and Responsibilities: Accepts telephone calls from patients with varying levels of acuity and types of medical concerns. Promotes clear and coherent verbal communication following an appropriate line of questioning. Utilizes the electronic medical record to access and review patient records, step through triage protocols to review possible conditions, relatable signs and symptoms, and evidence-based treatments, and facilitate next steps which could include scheduling a clinic appointment. Provides clear health information, assistance with medication refills as needed, thorough patient education, recommendation for use of over-the-counter medications as appropriate, and recommendations for the next steps to take. Evaluates the significance of the patient’s concern, determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate physician. Works for first call resolution of patient’s concern or need as appropriate. Completes Transitional Care Management telephone encounters for post hospital patients. Functions independently in a fast-paced environment.

Must be a graduate of a School of Nursing, BSN preferred. Must complete general orientation.

Critical thinking skills. Ability to determine the problem or patient need through conversation with a patient.Superior verbal communication skills are essential.Abilityto communicate in a clear, concise, courteous and professional manner, exhibit quality vocal skills through speech rate, volume, enunciation and pronunciation.Strong assessment skills and excellent clinical judgement. Crisis intervention skills. Ability to remain calm in high-stress situations. Teaching ability. Typing and computer ability to keep track of information gathered during the telephone conversation,ability to type 40 wpm with 98% accuracy, document precisely in a concise manner. Demonstrates the ability to work independently and learn applications relevant to the position. Strong organizational skills and attention to detail. Ability to successfully function in a fast paced, service-oriented environment.