This job is archived
(Archived) Nurse Counselor (Triage, Nurse Helpline) FT, PT or Per Diem, Remote, All Shifts
Job Description
Job Summary:
Responsible for phone triage of symptom-based calls from patients, members or employees. The Nurse assesses the patient’s needs, clinical symptoms, follows symptom-based protocols and gives appropriate clinical advice per nationally-recognized guidelines. Provide referral to primary providers, specialists, healthcare facilities, and community resources as appropriate. Provide telephone education and counseling to callers regarding a variety of health-related topics. Document in client’s Electronic Health Record (EHR) as appropriate.
Essential Duties and Responsibilities:
- Promptly, answers telephone inquiries regarding caller needs through listening and asking open-ended questions.
- Conducts sound nursing assessments and offers alternatives following established guidelines.
- Thorough, concise documentation of all calls with adherence to confidentiality agreements and policy and procedure.
- Attends staff meetings, required training, and continued education opportunities specific to call center.
- Reports unusual calls or variances to established policies and procedures to Manager or Supervisors.
- Completes bi-annual competencies and self-performance evaluation with outlined goals and objectives.
- Maintains current knowledge bases regarding practice issues and actively seeks opportunities to enhance same.
- Participates in CQI, P&P, and staffing processes.
- Promotes sense of pride in center and positive interpersonal relations among all team members.
- Independently seeks out guidance/assistance as needed.
- Displays competency in assessing the health needs of populations across the continuum of life (newborn to 100+ years of age).
- Pend orders, when applicable.
Amalgamated Life Insurance Company, Inc. Job Description
- Additional responsibilities include but are not limited to: network referral, order intake, and assistance with Call Center Representative calls as appropriate to maintain service levels.
Education and/or Experience:
- Concurrent RN licensure in state of residence.
- College degree or nursing diploma.
- Minimum of 2 years of clinical experience in acute or ambulatory care.
- Current CPR certification required.
- Certification in nursing specialty desired (e.g. Telephone Triage).
- Membership in a professional organization desired.
Knowledge and skills:
- Superior nursing process skills.
- Excellent clinical acumen.
- Exceptional written, verbal and interpersonal communication skills.
- Health education counseling skills.
- Knowledge of basic community services.
- Understanding and use of clinical systems, including triage software and EHRs.
- Pleasant telephone manner.
- Positive, enthusiastic, helpful personality.
- Organized, able to set priorities.
- Works effectively with minimum supervision.
- Works well as a team member.
- Ability to learn various software programs necessary to complete duties.
Physical Demands:
- Ability to work in a limited space.
- Lifting up to 25 lbs. on occasion.
Work Environment:
- Office or home office.