Purpose: Triages or manages symptom-based encounters with a patient over the phone or video, utilizing evidence-based triage protocols. Decreases unnecessary visits to physicians, APP’s, and the emergency room and provides information for self-care. Uses excellent communication and information-gathering skills to determine the best course of action for the patient with appropriate disposition. Deals with the entire spectrum, from healthy patients to the acute and chronically ill. Telehealth triage nursing is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions commonly applied by the Triage Nurse are as follows: identifying and clarifying patient needs; conducting health education; promoting patient advocacy and self-efficacy; and assisting the patient to navigate the health care system.
Duties and Responsibilities: Accepts telephone calls from patients with varying levels of acuity and types of medical concerns. Promotes clear and coherent verbal communication following an appropriate line of questioning. Utilizes the electronic medical record to access and review patient records, step through triage protocols to review possible conditions, relatable signs and symptoms, and evidence-based treatments, and facilitate next steps which could include scheduling a clinic appointment. Provides clear health information, assistance with medication refills as needed, thorough patient education, recommendation for use of over-the-counter medications as appropriate, and recommendations for the next steps to take. Evaluates the significance of the patient’s concern, determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate physician. Works for first call resolution of patient’s concern or need as appropriate. Completes Transitional Care Management telephone encounters for post hospital patients. Functions independently in a fast-paced environment.
