Clinic Phone Triage RN

Job Title

Provides professional, patient-centered nursing care through telephone and electronic triage services.

Serves as a primary clinical resource for assessing patient concerns, providing evidence-based guidance, coordinating care, and facilitating timely access to providers. Works collaboratively with providers, clinic staff, and other departments to ensure safe, efficient, and high-quality patient care. Performs duties within the scope of practice as defined by the Iowa State Board of Nursing. This position requires onsite training for approximately six months. Following successful completion of training, the position will transition to a hybrid/remote role. The employee must be available to work onsite for required trainings, meetings, and to assist with clinic coverage as needed. Regular attendance is an essential function of this position.

Qualifications

Graduate of an accredited school of nursing with a current Iowa RN license. Current Basic Cardiac Life Support (BCLS) certification. Minimum of two (2) years of clinical nursing experience preferred. Prior clinic, triage, or ambulatory care experience preferred. Strong assessment, critical thinking, and decision-making skills. Experience in a physicians office preferred. Computer skills preferred.

Accountability

Reports to JCHC Clinic Nurse Manager. Direct reports: None.

Position-Specific Requirements

Ability to maintain confidentiality and demonstrate a high standard of courtesy and professionalism when interacting with patients, providers, and staff. Ability to work independently in a remote environment while maintaining productivity and accountability. Demonstrates sound clinical judgment and the ability to manage multiple patient interactions simultaneously. Maintains reliable internet access and a suitable remote work environment after training completion. Performs telephone and electronic patient triage using physician-approved protocols: Assesses patient symptoms, concerns, and urgency. Provides clinical advice, education, and home care instructions within scope of practice. Identifies red-flag symptoms and escalates appropriately. Schedules appointments or directs patients to appropriate levels of care. Coordinates patient care: Communicates with providers regarding patient status and recommendations. Facilitates referrals, diagnostic testing, and follow-up care. Communicates with pharmacies regarding prescriptions and refills as directed. Documentation: Accurately, completely, and timely documents all patient interactions, assessments, and outcomes in the electronic medical record. Ensures documentation meets regulatory, organizational, and quality standards. Provides patient education and support: Reinforces provider instructions and care plans. Promotes health maintenance and preventive care. Serves as a patient advocate and resource. Onsite responsibilities (as required): Attends required meetings, trainings, and in-services. Assists with onsite clinic coverage when needed to support operations. Maintains competency in clinic workflows and procedures. Assists with in-office patient care: Rooms patients in a professional and friendly manner. Takes vital signs, BPs, Ht. /Wt. Obtains reason for visit, updates history and medication lists, obtain nursing assessments and screens health maintenance. Assists or performs procedures as directed by the physician (i.e., waived lab tests, dressing changes, suture removal, venipunctures, injections, etc.). Performs patient education. Obtains consents. Communicates with other hospital departments to schedule tests and procedures. Calls pharmacies to order prescribed medications and refills as directed by the physician. Returns calls from patients, pharmacies, other physicians, etc. in a timely manner. Communicates with outside agencies as needed. Accurately, completely, and in a timely manner documents findings and outcomes of all above interactions in the patient electronic medical record and signs each entry.

Work Environment

Works in a well-illuminated, climate-controlled environment. May come in contact with hazardous chemical or treatment modalities. Possibility exists of exposure to communicable diseases. Involvement in inpatient care may result in unavoidable work-related illness or injury. Work environment is comfortable, with minimal exposure to physical hazards. Moderate to loud noise environment when machines/equipment in use. Involvement in checking in/moving of supplies may result in unavoidable work-related injury. Must be constantly alert for patient/family emergency situations.

Jefferson County Health Center