Telephone Triage Registered Nurse

Full Time 40 Hours only

110 Liberty St.

Nursing

Days 1st Shift

Signature Healthcare is Southeastern Massachusetts' premier local provider of quality, personalized medical services. We are comprised of the award-winning not-for-profit Signature Healthcare Brockton Hospital; Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 18 ambulatory locations. We believe our distinctive Signature Healthcare team approach is the way healthcare should be: medical professionals across many locations communicating and collaborating, taking advantage of technologies and resources to make a difference in the lives and health of our patients.

Position Summary:

Under the leadership of the Director of Patient Services, the Registered Nurse(RN) will perform in the role of Telephone Triage Nurse. The professional in this position will perform in accordance with the WE CARE values, and utilize the protocols associated with the Clear Triage platform. The goal of the telephone triage program is to improve the quality of service and optimize results. This RN is responsible for triaging patients and directing the patient to an appropriate setting for further treatment if necessary. When triaging calls, every effort will be made to speak directly with the patient.

Location: 110 Liberty St, Brockton, MA

This is a hybrid position

Responsibilities:

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.

• Performs other duties as assigned

• Completes requisite trainings on the Clear Triage Program.

• Completes education relative to the telephone system and the Meditech platform. All calls will be documented in accordance with the Nursing Policy.

• Evaluate patients using the protocols and advice will be given using terms that the patient can understand.

• Gives patients' guidelines when to call back and when to seek emergency care if symptoms worsen.

• Assure that Clear Triage Protocols are followed. If a protocol is being overridden, document reasons for choosing a different resource or overriding the protocol.

• Ensures the patient is comfortable with the advice, then reassess.

• Access the patient's record and review the past medical history, allergies and medications. Assess the symptoms to determine the appropriate disposition.

• Assure that disease based protocols are used when a caller has a known diagnosis and has questions about managing his/her systems or the treatment regimen, or a known exposure to communicable disease.

• At the end of each call, ensure that there is closure and that the patient verbalizes understanding of the directions and information. Establish and document the patient's intent to comply with the advice and allow the patient time to ask questions.

• Direct the patients to call back if the condition worsens, new symptoms develop, or if there is no improvement.

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.

• Commits to recognize and respect cultural diversity for all customers (internal and external).

• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

• Commits to recognize and respect cultural diversity for all customers (internal and external).

• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

Required Knowledge and Skill:

• High School diploma or equivalent.

• Talent to be pleasant and helpful to patients especially when they have questions or problems required.

• Computer literacy, accurate spelling and typing skills required.

• Medical office administration education preferred. Prior patient account or third party billing experience desirable.

• Medical terminology knowledge and telephone skills preferred.

• Familiarity with Meditech software systems preferred.

• Majority of time spent sitting while multi-tasking on the phone, computer and interaction with patients and co-workers. Must be able to turn, twist and bend over to move objects up to 5 lbs in weight. Lift and walk with objects up to 5 lbs in weight. Stand up, walk to provider station and clinic offices throughout the day when necessary.

Education/Experience/Licenses/Technical/Other:

• Education: Successful completion of an accredited RN program

• Experience: Minimum of 5 years of experience in a hospital or office setting

• Certification/Licensure: License to practice as a Registered Nurse in Massachusetts; Current Basic Life Support (BLS) certification. (or received within 6 months of hire)