Practice Registered Nurse - Health First

Job Overview

The Telephonic Triage RN is responsible for providing nursing care services to assigned practice(s)/specialty(s). Completes bio-psychosocial telephonic assessment using approved clinical protocols to triage patient needs and provide best course of action or patient disposition. This role serves as a patient/caregiver advocate and acts as a communication link between the patient/caregiver, physician, pharmacy, and or hospital using approved system platforms for communication. This role has a strong working knowledge of patient needs that are emergent and require immediate attention, urgent, and non-urgent. This role utilizes best practices in documentation to ensure communication is efficient, concise, and timely. The goal is to provide first call resolution. This role understand the needs of the organization and supports the mission, values, and management of TriHealth Physician Practices.

Job Requirements

Associate's Degree in Nursing 
Registered Nurse 
Acute Care 
2-3 years Clinical Nursing 
Strong Computer Skills 
Ability to type and talk at the same time 
Knowledge, judgment, and skills derived from the principles of Biological, Physical, Behavioral, Social, and Nursing sciences.

Job Responsibilities:

Coaching/Development: Promotes a positive work environment by working collaboratively with team members, recognizing colleagues for excellence, and participating in peer to peer coaching. Interdisciplinary Collaboration:  Manages In-Basket messages received in a timely manner.  Responds to and addresses patient concerns, first call resolution, when in scope.  When applicable, ensures all messages sent to providers have complete and accurate information. Implements changes in nursing practice/patient care that have resulted from quality of care activities. Operations Management: Operating in "Ready" mode during work hours with minimum utilization of "AUX/Not Ready". Goal is <20% of total time staffed. Completes patient hand-offs to healthcare team/providers concisely and accurately using SBAR. Completes assigned work requirements utilizing critical thinking and clinical protocols during assessment and triage of patient call/message. Patient Engagement: Utilizes key tools such as AIDET+P, HEARD Model, scripting, and workflows to create a standard patient experience across the system.  Proactively handles complaints and escalates patient grievances to practice or appropriate leader. Quality/Safety/Satisfaction:  Assesses and triages patient status via phone and EHR. Utilizes approved clinical protocols to support patient disposition or clinical advice. Reviews health maintenance and or specialists documentation/flowsheet. Provides education materials per guidelines. Relationship/Culture: Performs activities that maintains specialty/department specific models of care, systems, policies, approved clinical protocols, and cultural norms that deliver superior patient care.  Participates and supports collaborative relationships among the healthcare team and providers. Supports diversity and utilizes cultural competency and age appropriate care when interacting with patients and caregivers. 

Other Job-Related Information

Working Conditions

Bending - Occasionally 
Climbing - Occasionally 
Concentrating - Consistently 
Continuous Learning - Consistently 
Hearing: Conversation - Consistently 
Hearing: Other Sounds - Consistently 
Interpersonal Communication - Consistently 
Kneeling - Occasionally 
Lifting <10lbs - Occasionally 
Lifting 50+lbs - Rarely 
Lifting 11-50lbs - Rarely 
Pullling - Occasionally 
Pushing - Occasionally 
Reaching - Occasionally 
Reading - Consistently 
Sitting - Frequently 
Standing - Occasionally 
Stooping - Occasionally 
Talking - Consistently 
Thinking/Reasoning - Consistently 
Use of Hands - Consistently 
Color Vision - Frequently 
Visual Acuity: Far - Rarely 
Visual Acuity: Near - Consistently 
Walking - Occasionally 

TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following: 

Serve: ALWAYS…
•Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
•Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist