Wooster Heart Group Phone Triage RN

Job DescriptionJob DescriptionJob Title: BMS RN – Phone Triage NurseDepartment: Bloomington Medical ServicesReports to: Practice ManagerFLSA Status: Non-Exempt (Hourly)Job Summary:The Phone Triage Nurse serves as a critical clinical resource within Bloomington Medical Services, responsible for managing high-volume patient communications, performing clinical assessments via telephone, and coordinating timely, appropriate patient care. This role ensures safe, efficient patient access to providers through prioritization, education, and care coordination.In addition to primary triage responsibilities, this position functions as a flexible clinical team member and may be deployed to support in-office clinical operations as needed. The RN is expected to maintain competencies consistent with other clinical staff and assist with direct patient care duties during staffing needs, call-offs, or high-volume periods.Primary Duties/Responsibilities – Telephone Triage:Perform comprehensive patient assessments via telephone using clinical judgment and established protocolsDetermine urgency and appropriate level of care (emergent, urgent, routine)Provide clinical advice, education, and follow-up instructions to patients and caregiversManage and respond to high-volume incoming calls, patient portal messages, and refill requestsCoordinate care with providers, nurses, and ancillary departments to ensure timely patient managementDocument all patient interactions accurately in the EMRCommunicate test results and provider recommendations to patientsIdentify and escalate high-risk or complex patient concerns appropriatelyFacilitate referrals, procedures, and follow-up appointments as indicatedMonitor and track patient outcomes and follow up as neededSecondary Duties/Responsibilities – Clinical Support (as needed):Support in-office clinical operations during staffing shortages or increased patient volumeRoom patients, obtain vital signs, and update medical historiesAssist providers during examinations and proceduresAdminister medications, perform phlebotomy, and provide wound carePrepare patients for tests and proceduresReinforce patient education and discharge instructionsMaintain exam room readiness and ensure proper sterilization of equipmentAdministrative/Operational Responsibilities:Maintain confidentiality of all patient information in accordance with HIPAAAssist with scheduling, referrals, pre-authorizations, and care coordination tasksMonitor and respond to patient portal communicationsCollaborate with clinical, clerical, and provider teams to support efficient workflowsParticipate in quality improvement initiatives and workflow optimization effortsEducation and Experience:Current Registered Nurse (RN) License requiredClinical nursing experience, with triage experience preferredProficiency with EMR systems (e.g., Meditech Expanse preferred)Strong clinical judgment, communication, and organizational skillsAbility to work in a fast-paced, high-volume environment and adapt to changing prioritiesKey Expectations:Demonstrates flexibility to support both triage and direct patient care functionsMaintains competency across all core clinical skills required within the practiceActs as a collaborative team member contributing to patient safety, access, and overall operational efficiency M-F 8a-4:40p M-F 8a-4:40p