Triage

Job Purpose: Under the general supervision of the Practice Administrator, the Triage Nurse serves as the primary liaison between physicians, medical assistants/nurses, and patients in addressing questions, concerns and needs regarding patient care that can be addressed by telephone. The Triage Nurse documents those patient care phone calls in the electronic health records systems according to established department routine.

JOB FUNCTIONS:

Essential Duties & Responsibilities:

• Works with physicians, nurses, and patients to resolve questions concerning medications, health education, and medical advice within skill level and scope of GU practice.
• Works with physicians, nurses, medical assistants, and patients to assess the urgency of patient problems.
• Assists the patient by acquiring the appropriate appointment as needed.
• Records and maintains complete and accurate records of patient and physician communications regarding medical care according to GU standard of medical record documentation requirements.
• Retrieves messages from phone mail in a timely manner and responds to patient needs according to medical priority.
• Documents all incoming calls in EHR, electronic telephone template prior to “tasking providers”.
• Responds appropriately within skill level and documented departmental policies and when appropriate, seeks provider advice when responding to patient’s medical care.
• Follows through in a timely manner on patient requests.
• Electronically faxes new/refill prescriptions according to physician orders.
• Records all prescription/refill information in the medical record according to standard GU guidelines.
• Serves as a resource to clinic staff regarding medical information, patient assessment, and nursing management of illness.
• Utilizes relevant data, such as medical records and patient complaints, observations, and meaningful use, to identify and resolve problems in patient care.
• Assists physicians and staff in other ways as assigned, including coverage of medical assistants during staff shortages.
• Scheduling patient appointments and procedures following practice guidelines and protocols.
• Engages with patients, co-workers, and third parties in a respectful, courteous, and professional manner, including during potentially difficult situations.
• Performs other duties as assigned.

QUALIFICATIONS:

Knowledge: Education/Training

Skills & Abilities:

• Strong interpersonal communication skills
• Maintains a flexible, open attitude regarding job and clinic changes.
• Contributes to teamwork necessary to complete GU department functions, even if the approach or solution is not the easiest for the department but is the best solution for the clinic.
• Dependable and uses good judgment in organizing and setting priorities for use of time at and away from workstation.
• Adjusts work schedule to meet priorities/emergencies.
• Plans time to finish tasks in available work hours; checks with supervisor and requests approval if overtime may be necessary.
• Adheres to GU policies including, but not limited to, working hours, lunch breaks, and parking.

Computer literacy:

• Must be proficient with Microsoft office (Word, Outlook).
• Experience using electronic health record systems is preferred.

Certificates/Licenses/Registrations

• Must hold MA Certification or LPN Licensure

Driving Requirements:

• Reliable transportation is required.

SPECIAL REQUIREMENTS:

Physical Requirements: Must be able to use a computer and telephone for up to 8 hours per day. Requires moderate lifting on an occasional basis.

Work Environment: Normal office environment. Must have basic computer skills.