CALL CENTER TRIAGE NURSE

Call Center Triage Nurse

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Call Center Triage Nurse is a member of the Call Center Care Team and is responsible for applying clinical knowledge and judgment and using decision-making skills to analyze and act on patient care issues. The Call Center Triage Nurse will provide clinical support in assessment of symptoms, determination of symptom acuity, offering information related to symptom management, patient education and care coordination.

Your responsibilities include:

• Assess patients' medical problems and complaints by phone and in person. Provide information and advice for home treatment when indicated.
• Obtain history and gathers triage information to determine appropriate avenue for care.
• Relay triage information and facilitates communication between the provider and the patient concerning patient disposition.
• Based on assessment, assist physician to determine appropriate disposition.
• Assist in the management of patient utilization of health care system and provides patient education relative to health care needs, use of community resources and responsibilities of membership in managed care.
• Provide telephone advice according to established guidelines and protocols. Monitors compliance and evaluates effectiveness of home treatment instructions.
• Develop telephone triage guidelines as needed.
• Demonstrate ability to initiate appropriate nursing interventions in prompt, precise and a professional manner while answering calls.
• Assist patients and family members or other clients with concern and empathy.
• Collaborate with Call Center staff in medical education that will help in delivery of patient care.
• Assist our Referral Department with clinical judgement/decision making and follow up with patients.
• Follow up with providers and/or nursing team once patient results have been delivered.
• Arrange for evaluation by a provider when indicated either by scheduling an appointment or telephone follow-up.
• Refer patients to the emergency room in consultation with a provider when indicated.
• Refer patient to other Health Center support services when indicated.
• Arrange transportation as needed.
• Educate patients and families by phone and in the Health Center about minor illnesses, medication usage, health maintenance needs, blood sugar monitoring, nebulizer usage and other prescribed health care regimens, operational procedures, and specialist referrals.
• Participate in the establishment and documentation of standard triage protocols and procedures and patient education information and present materials for review/approval by Medical Director and/or quality assurance committee.
• When necessary, secure appropriate interpreting services to handle communication with patients.
• Work within various managed care systems to make appropriate triage decisions and to coordinate referral authorizations with the Manager of Managed Care.
• Document all encounters in the medical record.
• Participate in community outreach projects and Center meetings as requested.
• Participate in Quality Assurance activities as directed.
• Work collaboratively with other Health Center staff in meeting JCAHO and other regulatory and/or funding requirements.
• Perform other duties as assigned by Nurse Manager or designee.

Your qualifications, competencies, traits include:

• In-state residency in Massachusetts preferred.
• Massachusetts nursing license RN required.
• CPR/BLS certification required.
• Bachelor of Nursing (BSN) OR ADN with 5+ years of triage experience in an outpatient setting required.
• Minimum of three years experience preferably in an ambulatory setting/community health center with Family Practice focus.
• Minimum of three years experience with telephone assessment and crisis management required.
• Bilingual (Spanish, Portuguese, or Haitian Creole) highly preferred.
• Basic computer skills required and EHR (Epic) experience preferred.
• Excellent communication and documentation skills.
• Ability to multi-task strongly preferred.
• Required to be onsite for training and meetings as needed.
• Must have a willingness to work flexible hours to meet the organization's needs/demands.
• Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.
• Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.

Charles River Community Health's mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

Our promise: If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Call Center Triage Nurse rewarding and impactful! You will also find a partner in your career path goals and trajectory!

Our benefits and perks include:

• Medical & Dental Insurance
• Short & Long-term Disability Insurance
• Generous Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Tickets at Work
• Health Reimbursement Arrangement
• Travel Reimbursement
• Professional Development Opportunities
• Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.