Telephone Triage RN

Cleveland Clinic - Independence, OH

Full-time
Responsible for providing over the phone assessment through active listening and questioning process, documenting phone encounters and providing home health instruction based on established protocol. Coordinate patient care activities with patient, family, caregivers or home care staff.

This is a full time, Monday to Friday, 4 - 10 hour shifts position to work 11:30a-10:00p, at our Cleveland Clinic Business Operations Center in Independence.
On-call requirement -1 every 4 days to cover evenings/nights remotely
Weekendrequirement -every other weekend, 1 on call and oneworking 8:00a-6:30pm from the office.
Holiday requirement - 1 every 4 holidays working 8:00a-6:30pm

Responsibilities:
Responsible for effectively triaging and providing resolution to all home health telephone calls regarding active or referred patients.
Accepts verbal telephone orders from physicians to add/change services being provided to active patients and processes accordingly in the system.
Assesses patient needs, determines and initiates appropriate action or response to meet identified needs.
Assesses physician needs, provides requested information and/or guidance or service as appropriate or forwards to the appropriate person on the management team.
Initiates and independently completes appropriate follow-up activities, including appropriate communication with patient/caregiver, agency staff, physician (as applicable) and complete documentation of events and interventions.
Communicates as applicable to field staff, office staff, and physicians.
Assists, reviews, researches, and resolves active patient and referral complaints and records outcomes accordingly to meet regulatory compliance standards.
Other duties as assigned.

Education:
Graduate of an accredited school of professional nursing required. BSN preferred.

Certifications:
Current Ohio RN license.
Basic Life Support (BLS) through American Heart Association required.

Competencies:
Good clinical judgment, careful listening, critical thinking skills and assessment skills.
Strong customer service skills, including both verbal and written communication skills.
Strong computer skills.
Ability to be self-directed, excel in critical thinking and problem solving skills.

Work Experience:
Minimum of 2 years nursing experience (preferred in med/surg, long term care, home care or hospice).
Prior telephone triage experience preferred.

Physical Requirements:
Manual dexterity to operate office equipment. May require periods of sitting, standing and walking for long periods of time. Requires good visual acuity through normal or corrected vision. Must be able to hear normal conversation. Must be able to lift at least 20 pounds.

Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment as required for procedures.
Keywords: triage, phone, assessment

The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.

Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities