Triage Call Center Nurse (Medical Group) - GI
Company: Northwest Community Healthcare
Location: Buffalo Grove
Posted on: June 11, 2021
Shift: Full time, Days
Reporting to the Director of Quality, is responsible for
professional communications regarding patient care, and triage
(sorting and prioritizing patients) of clinical pool messages such
as patient calls, result notes, patient call back, my chart advice
request. Participates in Rx request, Mychart Rx request as needed
and supervises Medical Assistants in dealing with prescription
refill requests and prior authorizations for medications per
Reviews patient inbasket messages and talks directly to patients
on the telephone or via Mychart and directs patients to appropriate
level of care (emergency department , urgent care centers,
physician office) per protocol or provides appropriate home medical
Conducts patient telephone assessment utilizing nursing skills
to determine problems, intervening according to the patients need
and gives instructions to patient/caregiver. Evaluates patient's
and caregiver's understanding of instructions using teach-back
methodology and conveys related information and issues to
appropriate clinical staff by telephone or by utilizing the
Uses available clinically appropriate resources (triage book, up
to date,etc) to make sound clinical decisions
Determines urgency of seeing the patient based on brief
assessment and on familiarity with a patient's condition and
history by reviewing the EMR.
Sends patients with high-risk chief complaints such as chest
pain, abdominal pain, or severe headaches, signs and symptoms of
stroke to emergency department immediately, assists with arranging
ambulance as needed.
Provides appropriate home medical advice to patients who do not
need to go directly to the ER.
Arranges appointments for patients who do not need to go to
emergency department but need to see a physician. Consults with
physician as needed.
Performs excellent customer service and listens to caller's
concerns, promptly intervenes to solve problem to customer's
satisfaction, and communicates pertinent information to clinical
staff and supervisors.
Participates in care coordination activities, quality studies,
patient-centered medical home activities and quality initiatives as
Adheres to all Northwest Community Hospital standards, policies,
Diploma in Nursing required, Bachelor's Degree preferred in
Nursing or a healthcare related field with extensive knowledge of
medical terminology and disease processes.
Professional licensure in the State of Illinois.
Minimum of three years of experience as an RN required.
Minimum one year of telephone triage experience preferred,
preferably in medical practice setting.
Critical thinking skills necessary to assess, evaluate, draw
accurate conclusions, and make decisions based on factual
Excellent verbal and written communication skills with the
ability to clearly communicate instructions
Knowledge of telephone-based clinical assessment techniques.
Skill in making triage decisions and responding quickly and
calmly in emergency situations such as calling 911 and arranging
Skill in using electronic medical records to check patient
Knowledge of appropriate at home health information for patients
to follow per protocol until physician appointment
The interpersonal skills necessary to interact with patients,
their family members, physicians, referral sources and co-workers
The organizational skills necessary to effectively manage time
and handle multiple priorities.
- The ability to use computers to enter data and retrieve
Keywords: Northwest Community Healthcare, Lombard , Triage Call Center Nurse (Medical Group) - GI, Other , Buffalo Grove, Illinois
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