Registered Nurse Triage Lead Job (Full-time)

About Diana Health 

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health. Come join us!

Role Description: 

Our Registered Nurse Triage Team Leads are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices. 

You will be a team leader, ensuring smooth and efficient day-to-day clinical triage operations and a supportive, servient culture that simultaneously serves our team and our clients. Nurse team leaders ensure that every member of the triage nursing team works together to create a cohesive unit rather than a loose group of disparate individuals.You will report directly to the Call Center/Centralized Services Manager in the practice’s associated Diana Health region.

What you’ll do: 

• Provide day-to-day, onsite/remote triage team leadership, ensuring all triage team members are set up for success in their respective roles and trouble-shooting situations as needed
• Help develop, provide feedback, and oversee training, support, execution and continuous improvement of triage team workflows, including but not limited to:
• Support Diana Health clinical phone service level agreements (SLAs) 
• Client Experience:
• Primary Goal: Patient concerns resolved/addressed upon first contact with triage team members.
• Secondary Goal: Patient to feel seen, heard, and empowered in all interactions with triage team members.
• Tertiary Goal: Assess patient emotional state of well being through tone of conversations and applicable questions.
• Assist in development of triage processes and resources with the Diana Health Product and Operations teams
• Education and Continuous Feedback for triage team members:
• Triage Standards
• Educating triage team members on how to efficiently garner information from patients in a concise and timely manner.
• Entering garnered info into the patient chart in such a way that it paints the entire picture for the clinical team to understand and address issue at hand without having to do additional research when at all possible.
• Continuous Feedback
• Each team member will undergo at least a 90 day learning period during which they will send patient interaction documentation to triage team lead, for immediate feedback.
• After a 90 day learning period triage team members will send a defined percentage of all patient interaction documentation along with  all cases they are unsure of to lead.
• Scheduling Patients
• Review Performance Metrics for Triage Team
• To help identify areas for improvement
• With the team as a whole, and each individual team member.
• Identify any operational workflow opportunities that present better protocols in order to provide exemplary client care and the team’s ability to properly execute on their responsibilities .
• Provide a solution-focused summary of the opportunity to appropriate stakeholders/providers.
• Act as practice link to Diana Health training, product and process improvement:
• Partnering with the Product team to update playbooks and tools
• Identifying practice-specific needs and develop processes/process improvement along with Regional Director and Product Team
• Answer triage calls, respond to patient cases, and checking voicemails along with the rest of the triage team.
• Other duties as assigned

Experience:

• Bachelor’s Degree in nursing required or equivalent experience
• At least two years of experience in clinical triage – women’s health experience is preferred
• Demonstrated program development capabilities and ability to make critical decisions without all of the answers, using sound judgement
• Excellent communication skills – written and oral
• Demonstrated ability to represent an organization’s values and to carry out these job responsibilities effectively and professionally
• Proven ability to build and lead