Call Center Care Team Triage Nurse Full Time

Call Center Care Team Triage Nurse Full Time (Remote/Hybrid) CLASSIFICATION/STATUS: Non-Exempt Licensed, Full Time, Permanent IMMEDIATE SUPERVISOR: Director of Nursing and Vice President of Operations SUPERVISORY RESPONSIBILITIES: None FLEXIBLE WORK: Hybrid PAY RANGE: Band 6 ($32.00-$43.50/hour) WHO YOU ARE: YOUR ROLE & IMPACT The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Triage Nurse is a member of the Call Center Care Team, responsible for using decision-making skills to assess patient needs. The Triage Nurse will apply clinical knowledge and judgment and use decision-making skills to analyze and act on patient care issues. The Triage Nurse will be providing clinical support in assessment of symptoms, determination of symptom acuity, offering information related to symptom management, patient education and care coordinator. While answering calls demonstrates ability to initiate appropriate nursing interventions in prompt, precise and a professional manner. Assists patients and family members or other clients with concern and empathy. Direct involvement with Call Center staff in medical education that will help in delivery of great patient care. As well as assisting our Referral Department with clinical judgement/decision making. Following up with providers and/or Nursing clinical team, once patient results have been delivered. Acting as a resource for our referral department and patients to ensure that outside referral appointments are booked. YOUR RESPONSIBILITIES Assess patients' medical problems and complaints by phone and in person. Provide information and advice for home treatment when indicated. Obtains history and gathers triage information to determine appropriate avenue for care. Relays triage information and facilitates communication between the provider and the patient concerning patient disposition. Based on assessment, assists physician to determine appropriate disposition. Assists in the management of patient utilization of health care system and provides patient education relative to health care needs, use of community resources and responsibilities of membership in managed care. Provides telephone advice according to established guidelines and protocols. Monitors compliance and evaluates effectiveness of home treatment instructions. Develops telephone triage guidelines as needed. Arrange for evaluation by a provider when indicated either by scheduling an appointment or telephone follow-up. Refer patients to the emergency room in consultation with a provider when indicated. Refer patient to other Health Center support services when indicated. Arrange transportation as indicated. Educate patients and families by phone and in the Health Center about minor illnesses, medication usage, health maintenance needs, blood sugar monitoring, nebulizer usage and other prescribed health care regimens, operational procedures, and specialist referrals. Participate in the establishment and documentation of standard triage protocols and procedures and patient education information and present materials for review/approval by Medical Director and/or quality assurance committee. When necessary, secure appropriate interpreting services to handle communication with patients. Work within various managed care systems to make appropriate triage decisions and to coordinate referral authorizations with the Manager of Managed Care. Document all encounters in the medical record. Participate in community outreach projects and Center meetings as requested. Participate in Quality Assurance activities as directed. Work collaboratively with other Health Center staff in meeting JCAHO and other regulatory and/or funding requirements. Perform other duties as required. YOUR QUALIFICATIONS, COMPETENCIES, TRAITS In-state residency in Massachusetts preferred. Bachelor of Nursing< BSN required, RN Associate level with 5+ years of triage experience in an outpatient setting. Massachusetts Nursing license RN (BSN). Minimum at three years experience preferably in an ambulatory setting/community health center with Family Practice focus. Minimum at three years experience with telephone assessment and crisis management required. Excellent communication and documentation skills. Required to be onsite for training and meetings as needed. Certification in CPR. Bilingual/Bicultural preferred. Basic computer skills required and EHR (epic) experience preferred. Ability to multi task strongly preferred Experience in diverse culture preferred. WHO WE ARE & WHAT WE DO Charles River Community Healths mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English. We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community. We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes. OUR PROMISE If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Call Center Triage Nurse rewarding and impactful. You will also find a partner in your career path goals and trajectory. OUR BENEFITS & PERKS Medical & Dental Insurance Short & Long-term Disability Insurance Generous Paid Time Off Flexible Spending Account Employee Assistance Program Tickets at Work Health Reimbursement Arrangement Travel Reimbursement Professional Development Opportunities Solid track record of developing and promoting employees internally. Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.