Job Title

Telephone Triage RN

Reports To

The Telephone Triage RN position will report directly to the Clinical Care Manager.

Position Summary – Manages a high volume of calls daily and responds in a timely manner. Position must actively listen to patients, patient concerns, questions, document accurately and appropriately. Able to appropriately prioritize calls and identify which calls need to escalate to physicians or manager immediately. Understands and acts within scope of practice of which one is license.

Responsibilities and Duties:

Assumes the responsibility for interviewing the patients to gather information and assign triage priority.

• Answers incoming calls. Listen and asks questions.
• Triages needs of patient.
• Assigns a triage priority based on the findings of the interview.
• Communicates with physicians, nurses, and other members of the care team about patients’ statuses.
• Documents voicemail and return calls within set timeframes.
• Maintains a professional, friendly, and helpful relationship with all patients and co-workers.
• Observes all Clinic policies and guidelines.

Administrative Duties

• Answers telephones
• Schedules appointments, when appropriate
• Updates patient health information systems with notes
• Uses computer applications.

Performs other job-related duties as assigned.

• Attends meetings as required.

• Adheres to HIPAA guidelines/regulations/annual HIPAA training and other required training.
• Stays up to date on advancements in emergency medicine and urgent care best practices.
• Adheres to standards for infection control, sanitation and patient safety and confidentiality.
• Works directly with a provider if staffing levels are not sufficient (as needed).

Education

• Completion of an accredited RN from a Nursing degree from an accredited Program.

Work Experience

• 2+ years in a clinical setting
• Work is closely supervised.

Certification/License

• Current RN Florida License
• Annual CPR, OSHA, HIPPA training/certifications.
• Other certifications as required.

Knowledge

• Knowledge of all related medical testing and surgical procedures.
• Knowledge of clinical lab functions.
• Knowledge of patient charting and recordkeeping processes.

Skills/Abilities

• Excellent Customer Serviced Excellent oral and written communication abilities.

• Attention to detail.
• Able to multi tasks
• Well organized.

Physical Requirements

Frequent sitting, standing, walking, grasping, carrying, and speaking; Occasional reaching, bending, and stooping; Lifting, carrying, pushing, and pulling up to 30 pounds, with assistance if needed; May need to lift or turn patients who are disabled, with assistance if needed; Frequent use of computer, keyboard, copier, and phone.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Work Environment

Environmentally controlled medical office environment; Work hours subject to office needs to ensure coverage during all hours of operation; Frequent exposure to bodily fluids; Possible exposure to infectious specimens, communicable diseases, toxic substances, medicinal preparations and other conditions common to a laboratory and medical office environment; May wear Personal Protective Equipment (PPE) such as gloves or a mask; Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public.

For more information on UCF Health benefits including cost go to: https://ucfhealth.com/careers/