Independently Triage Phone Calls

Acts in the role of patient and family advocate to assist them through the health care system.

Demonstrates knowledge and expertise in triaging callers properly such that all callers receive a timely and appropriate response.

Answers incoming clinical related calls via computer-based phone system using a high level customer focus and timely manner

Collects information regarding a callers/patients concerns, medical history and description of symptoms via the telephone using the nursing process. Uses symptom-based protocols to systematically assess and address the patients needs.

Prioritizes calls based on the urgency of the patients needs. Provides patient education via telephone. Carries out assigned nursing tasks and medical orders as delegated by providers or designee to support patient care.

Processes prescription refill requests promptly and accurately.

Documents in electronic medical records in an accurate and timely manner

Able to access MSDS software to assist employee with information regarding chemical spills, etc. in both emergent and non-emergent

Fulfills all organizational requirements -Completes all required learning relevant to the role - Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.

Fosters a culture of improvement, efficiency and innovative thinking

Performs other duties as assigned.

Focus on Customers

Maintains a customer driven professional attitude

Takes action to meet and exceeds the needs of customers

Continuously implements strategies to improve customer satisfaction

Organization Expectations, as applicable:

• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served

• • Partners with patient care giver in care/decision making.
  • Communicates in a respectful manner.
  • Ensures a safe, secure environment.
  • Individualizes plan of care to meet patient needs.
  • Modifies clinical interventions based on population served.
  • Provides patient education based on as assessment of learning needs of patient/care giver.

• Fulfills all organizational requirements
  • Completes all required learning relevant to the role
  • Complies with all relevant laws, regulation and policies
• Performs other duties as assigned.