RN Phone Triage (Internal Medicine North/Zeeland)

Registered Nurse (RN) Physician Office Telephone Triage

The Registered Nurse (RN) Physician Office Telephone Triage role is responsible for providing and coordinating patient-centered care primarily through phone and electronic communication. The RN supports providers and patients by assessing clinical needs, preparing for upcoming visits, coordinating care across the multidisciplinary team, and ensuring accurate, timely documentation. The RN emphasizes prevention, health promotion, patient education, and proactive care management, serving as a key liaison between patients, providers, and the healthcare team.

Pay Range: $30.33 - 45.50 USD Hourly

Employment Type: Full Time, 72 hours every 2 weeks.

Schedule: Mondays- Wednesdays 8am to 5pm, Thursdays 8am to 12pm, Fridays 8am to 4pm. No weekends or holidays.

Requirements: Minimum of Associates Degree in Nursing (RN) required, current Michigan RN license required, and BLS for the Healthcare Provider required within 60 days of hire.

Professional Nursing Practice

• Promotes patient safety by maintaining policies and procedures of the physician office.
• Achieves office-specific initial and ongoing competencies.
• Maintains ANA Standards of Professional Performance, professional practice standards, and regulatory compliance.
• Works collaboratively with providers to render medical care via telephone, following established triage protocols.
• Coordinates care involving other members of the healthcare team in alignment with the Patient-Centered Medical Home model.
• Considers factors related to safety, effectiveness, cost, and impact on practice in the planning and delivery of nursing services.
• Participates in daily or scheduled team huddles to discuss patient needs, follow-up actions, and care coordination priorities.
• Engages in multidisciplinary case reviews for patients identified as high-risk or flagged on the Care Team dashboard.

Patient Care Coordination and Chart Management

• Initiates record requests and follows up on outstanding documentation needed for upcoming appointments.
• Initiates or enters standing orders as directed by the provider.
• Coordinates with central services and other document management systems to ensure accurate routing and completion of patient information.
• Provides consultation to providers regarding high-risk patients, and urgent needs that may require intervention.
• Collaborates with the emergency department and other hospital departments as needed for emergent situations or transitions of care.
• Responds to patient special needs and accommodations, ensuring the care environment and resources are prepared appropriately.
• Assists with referral management to specialty offices, ensuring timely scheduling and documentation of care transitions.
• Follows up on results (labs, imaging, referrals) to ensure closure of care loops and communication of findings to patients and providers.
• Accurately documents patient encounters, assessments, and communications in the electronic medical record (EMR).
• Ensures documentation reflects the information provided by the patient and supports the provider's treatment decisions.

Patient Education and Communication

• Provides patient education by phone or through electronic communication regarding treatment plans, medication use, and follow-up care.
• Reinforces instructions in the After Visit Summary (AVS) and educates on care gaps and preventive health needs.
• Uses effective communication techniques to support patient understanding and compliance with care recommendations.
• Collaborates with the provider and care team to ensure consistency and accuracy of patient education materials.

Medication and Order Management

• Assists with maintaining patient medication logs, problem lists, and prescription communication files.
• Coordinates with pharmacy and providers to reconcile medications, clarify orders, and address patient questions.
• Orders medications or diagnostic tests as directed by the provider and within policy scope.
• Monitors for medication adherence issues and communicates concerns to the care team.

Operational Excellence

• Maintains accurate logs for triage calls, prescription management, and referral tracking.
• Participates in quality improvement activities and performance initiatives.
• Ensures compliance with ethical billing, confidentiality, and regulatory standards.

Holland Hospital is an Equal Opportunity Employer, please see our EEO policy