Registered Nurse (RN) - Telehealth
Saratoga Hospital
Saratoga Springs, NY

Lead Telephone Triage RN (On Site)

Summary of Position: This job description provides information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. # The Lead Telephone Triage Registered Nurse provides clinical oversight to ensure compassionate, effective care for patients within the Patient Engagement Center (PEC).# Responsible for coordinating the clinical functions that govern the provision of care.# Works closely with colleagues across the organization, and the PEC leadership team to support and environment that is caring, healing, and welcoming for patients. # Primary Job Responsibilities: These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Primary job responsibilities constitute approximately 90% of the positions work. To be successful, individuals must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined in this position description. Clinical Leadership: The Lead RN will coordinate and supervise the activities of clinical team members within the PEC. Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely. The Lead RN will identify and recommend solutions to the PEC leadership team members. Report concerns to the Manager Patient Engagement Center in regard to any behavior or duties that are not being performed. Policies and Procedures: Assisting in implementing and maintaining nursing policies and procedures. Participates in data collection and monitoring as needed. Patient Engagement Center Nursing Responsibilities: They will work collaboratively with Patient Engagement Center staff and Practice Nursing Leadership to ensure patient requests and inquiries are managed timely and patient triage is complete expeditiously.# The caller#s symptoms will be assessed and triaged using the nursing process and approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. Calls will be documented in a standardized manner. In addition to completing telephone triage of patients and answering of clinical questions via phone, this position will use their clinical expertise to: Review medication electronic prior authorizations Portal messages from patients Other non-telephonic clinical duties # Respond promptly to each incoming call. If a call warrants triage, the caller#s symptoms will be assessed to determine appropriate level of care (Emergent, Urgent, Non-Urgent, Self-Care) and referred to the appropriate medical facility or provider for care, utilizing approved guidelines on a patient basis. Utilize available resources and guidelines to prioritize scheduling of patient and referral to the appropriate medical facility. Appointments will be scheduled by the Telephone Triage RN with the caller and appropriate details will be shared. Pertinent demographic information will be collected and documented within the EMR for the appointment. Provide appropriate instructions to patient/caller including home care instructions, written guidelines sent via portal or mail, or other references. Complete standard documentation of each patient call utilizing the EMR in compliance with approved policies and procedures. Communication: The Lead RN will maintain excellent communication and effective working relationships with patients, providers, clinical and clerical team members within SHMG, insurance companies, the public and the medical community outside SHMG for continuity of high quality patient care.# Maintain effective working relationships with all SHMG departments including, but not limited to Operations, Human Resources, IS, etc. # Supervisory Responsibilities: Assists in providing leadership to Registered Nurses### # Minimum Qualifications: Education, Training # Experience############## Graduate of an accredited school of nursing, and BSN.# Minimum two years clinical experience.# BLS required. Supervisory and outpatient setting experience preferred. # Certifications / Licensure############# #Licensed to practice in the State of New York.# # Required Skills, Abilities and Attributes: # Knowledge of electronic medical record and practice management systems, specifically Medent and EHR. # Knowledge of medical terminology, medical office principles, standards, applications and tests. # Knowledge of medical office safety, cleanliness and infection control policies and regulations. ## Knowledge of medical office equipment uses and maintenance. # Accuracy # Ability to perform work accurately and thoroughly. # Communication # Ability to communicate effectively verbally and in writing. ## Computer Skills # Proficient ability to use a computer and electronic medical record. # Confidentiality # Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations. # Customer Service Oriented # Friendly, cheerful and helpful to patients and others. Ability to meet patients and others needs while following office policies and procedures. # Decision Making # Ability to make critical decisions while following SHMG policies and procedures. # Detail Oriented # Ability to pay attention to the minute details of a project or task. # Flexibility # Ability to adapt easily to changing conditions and work responsibilities. # Leadership Skills # Ability to influence others to perform their jobs effectively and to be responsible for making decisions. # Positivity # Display a positive attitude and is a positive agent for change. # Teamwork # Work as part of a team and collaborate with co-workers. ##Working Under Pressure # Ability to complete assigned tasks under stressful situations. # Salary Range: $31.13#- $52.88 Pay Grade: PCN Compensation may vary based upon, but not limited to: overall experience and qualifications, shift, and location. Summary of Position: This job description provides information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. The Lead Telephone Triage Registered Nurse provides clinical oversight to ensure compassionate, effective care for patients within the Patient Engagement Center (PEC). Responsible for coordinating the clinical functions that govern the provision of care. Works closely with colleagues across the organization, and the PEC leadership team to support and environment that is caring, healing, and welcoming for patients. Primary Job Responsibilities: These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Primary job responsibilities constitute approximately 90% of the positions work. To be successful, individuals must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined in this position description. Clinical Leadership: The Lead RN will coordinate and supervise the activities of clinical team members within the PEC. Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely. The Lead RN will identify and recommend solutions to the PEC leadership team members. Report concerns to the Manager Patient Engagement Center in regard to any behavior or duties that are not being performed. Policies and Procedures: Assisting in implementing and maintaining nursing policies and procedures. Participates in data collection and monitoring as needed. Patient Engagement Center Nursing Responsibilities: They will work collaboratively with Patient Engagement Center staff and Practice Nursing Leadership to ensure patient requests and inquiries are managed timely and patient triage is complete expeditiously. The caller's symptoms will be assessed and triaged using the nursing process and approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. Calls will be documented in a standardized manner. In addition to completing telephone triage of patients and answering of clinical questions via phone, this position will use their clinical expertise to: * Review medication electronic prior authorizations * Portal messages from patients * Other non-telephonic clinical duties Respond promptly to each incoming call. If a call warrants triage, the caller's symptoms will be assessed to determine appropriate level of care (Emergent, Urgent, Non-Urgent, Self-Care) and referred to the appropriate medical facility or provider for care, utilizing approved guidelines on a patient basis. Utilize available resources and guidelines to prioritize scheduling of patient and referral to the appropriate medical facility. Appointments will be scheduled by the Telephone Triage RN with the caller and appropriate details will be shared. Pertinent demographic information will be collected and documented within the EMR for the appointment. Provide appropriate instructions to patient/caller including home care instructions, written guidelines sent via portal or mail, or other references. Complete standard documentation of each patient call utilizing the EMR in compliance with approved policies and procedures. Communication: The Lead RN will maintain excellent communication and effective working relationships with patients, providers, clinical and clerical team members within SHMG, insurance companies, the public and the medical community outside SHMG for continuity of high quality patient care. Maintain effective working relationships with all SHMG departments including, but not limited to Operations, Human Resources, IS, etc. Supervisory Responsibilities: * Assists in providing leadership to Registered Nurses Minimum Qualifications: Education, Training & Experience * Graduate of an accredited school of nursing, and BSN. * Minimum two years clinical experience. BLS required. * Supervisory and outpatient setting experience preferred. Certifications / Licensure * Licensed to practice in the State of New York. Required Skills, Abilities and Attributes: * Knowledge of electronic medical record and practice management systems, specifically Medent and EHR. * Knowledge of medical terminology, medical office principles, standards, applications and tests. * Knowledge of medical office safety, cleanliness and infection control policies and regulations. * Knowledge of medical office equipment uses and maintenance. * Accuracy - Ability to perform work accurately and thoroughly. * Communication - Ability to communicate effectively verbally and in writing. * Computer Skills - Proficient ability to use a computer and electronic medical record. * Confidentiality - Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations. * Customer Service Oriented - Friendly, cheerful and helpful to patients and others. Ability to meet patients and others needs while following office policies and procedures. * Decision Making - Ability to make critical decisions while following SHMG policies and procedures. * Detail Oriented - Ability to pay attention to the minute details of a project or task. * Flexibility - Ability to adapt easily to changing conditions and work responsibilities. * Leadership Skills - Ability to influence others to perform their jobs effectively and to be responsible for making decisions. * Positivity - Display a positive attitude and is a positive agent for change. * Teamwork - Work as part of a team and collaborate with co-workers. * Working Under Pressure - Ability to complete assigned tasks under stressful situations. Salary Range: $31.13 - $52.88 Pay Grade: PCN Compensation may vary based upon, but not limited to: overall experience and qualifications, shift, and location.