Full job descriptionOverview:The Telephone Triage Nurse is responsible for providing safe and effective telephone assessments, patient care instructions, and directions to the appropriate level of care (emergent, urgent, medical/non-urgent and self-care). The basic job responsibilities would include (not limited to):• Performing intake of phone calls from injured employees.• Completing telephonic health assessments and rendering appropriate health care advice with clinical decision-making using their clinical expertise in accordance with est. protocols, national guidelines to prioritize, effectively assess, to refer patients to the appropriate level of care based on medical needs.• Entering injured worker data into a claims application.• Conducting follow-up phone calls to injured employees for health reassessments (when indicated).• Maintaining accurate records for all incoming calls, including interventions and follow-up instructions.• Actively participating in internal triage quality assessments, workflow enhancements, and procedure updates.• Maintaining telephonic nurse triage assessment and advice standards in accordance with established protocols, policies, and procedures.• Referral of patients as appropriately identified to the correct medical facilities or providers leveraging network channeling tools as applicable.Required Qualifications:• Bachelor's degree in nursing (BSN) and a minimum of 2 years acute clinical experience or similar position required.• Philippines Registered Nurse• Experience in Nurse Triage functions an added advantage.• Written and verbal fluency in English• Candidate should be willing to work in US operation hours.Desired:• Experience in Worker's Compensation or Utilization Review (especially URAC guidelines) added advantage.• 2+ years related experience (preferred, e.g., telephone triage, urgent care, emergency department, triage, occupational health experience, orthopedics) with recent telephone or telehealth experience.• Ability to work in a fast-paced environment with heavy telephone triage intake.• Ability to work collaboratively with the team.• Strong critical thinking and customer service skills.• Great telephonic communication skills in English• Understanding of Schmitt Thompson protocols• Extensive knowledge of anatomy, physiology, and nursing care standards• Analytical skills to assess patient condition.• Effective oral communication skills to interview patients and explain next steps as well as to pass information on to other members of the care team.• Decision-making skills to quickly assign a rating.• Thorough understanding of infection control and health and safety standards• Familiarity with electronic medical records (EMR), word processing and email software programsWork Traits:• Demonstrates adequate knowledge of clinical care with emphasis on use of criteria, guidelines, and national standards of practice.• Demonstrates good written and oral communications, organizational and leadership skills.• Computer literate.• Demonstrates good time management skills.• Self-starter.
