Registered Nurse, Triage Call Agent
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Job Description
Registered Nurse triaging and educating patients by phone for Intermountain Health’s clinical communication center. Assessing needs, documenting calls, and directing patients to appropriate care.
Responsibilities:
- Ensure a superior customer service experience for people interacting with the Clinical Communication Call Center
- Provide consultation, education, and strategic guidance related to patient questions and health needs via phone, email, text, or other communication methods
- Provide accurate, safe, and relevant information and support to patients seeking advice or recently discharged
- Receive, triage, and respond to calls and contacts from patients and family members
- Make outbound calls to patients discharged from hospitals, emergency departments, or outpatient surgical centers
- Assess patients by phone and provide recommendations, referrals, education, and direction to the appropriate level of care
- Provide triage phone support for Primary Care Clinics throughout the canyons region
- Perform inbound and outbound call center activities
- Triage, assess, educate, and refer patients according to policies and procedures
- Document calls and charts using relevant data, listening skills, and problem-resolution skills
- Work primarily on the phone for most shifts with scheduled breaks
- Interact frequently with care providers, patients, and visitors
Requirements:
- Current RN Licensure in the state of practice
- Basic Life Support certification (BLS) for healthcare providers
- Five years of clinical experience
- Exceptional verbal and written communication skills
- Strong ability for conceptual thinking, problem resolution and planning
- Intermediate knowledge and skill of word processing software
- RNs hired or promoted into this role need to have or obtain their BSN within three years of hire or promotion
- Strong clinical background and ability to triage, assess needs, and refer clients appropriately
- Understanding of regulatory, compliance, patient safety, and policy/procedures of Intermountain
- Ability to work independently or in a team environment
- Ability to maintain sensitive, confidential information
- Experienced RN preferred
- Five years of clinical RN experience, with a strong background in emergency nursing, telephone triage, primary care, or medical-surgical nursing preferred
- Bachelor's degree in Nursing (BSN) preferred; education must be obtained from an accredited institution and degree will be verified
- Seven years of clinical experience in direct patient care preferred
- Experience with patient education preferred
- Experience in a triage clinical area preferred
- Spanish or second language preferred
- Ability to see and read information, labels, monitors, equipment and supplies, and assess patient needs
- Ability to verbally communicate, hear, and understand spoken information, alarms, needs, and issues quickly and accurately
- Manual dexterity to manipulate complex and delicate equipment; frequent computer use and typing required
- Candidates must not reside or plan to reside in California, Connecticut, Hawaii, Illinois, New York, Pennsylvania, Rhode Island, Vermont, or Washington
Benefits:
- Benefits eligible
- Generous benefits package covering programs for wellness, health, security, connection, and engagement
- Flexible work options where approved and stated in the job posting
- Scheduled breaks during shifts
- No nights, weekends, or holidays
- Remote work expectations include use of company equipment
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