Marin Community Clinics

  • Registered Nurse (Lead Call Center Triage)

    Type
    Regular Full-Time
    Location
    US-CA-Novato
    Category
    Clinical Support (M.A., R.N.)
  • Overview

    The Call Center Triage RN Position provides nurse triage services and health advice for MCC patients over the phone at our Novato Administrative building. The Call Center Triage RN assesses and documents patients' questions or concerns and provides nursing advice. The Call Center Triage RN schedules follow-up appointments or refers to emergency services as needed. Call Center Triage RNs gain experience in triage of a variety of acute and chronic conditions for our diverse patient population. Furthermore, they improve patient care through health navigation and chronic illness self-management coaching. Such skills, unique to primary care, are a great opportunity to make a difference in the lives of our patients, many of whom need assistance with navigating health systems and their own conditions.

     

    Responsibilities

     

    Provides excellent customer service in all phone interactions

    Provides culturally-sensitive, patient-centered care to all MCC patients

    Provides nursing care within scope of license and clinic policy and procedures

    Conducts assessments and triage of pediatric, adult, behavioral health, gynecologic and obstetrical medical complaints by phone using evidence-based protocol

    Elicits history of present illness and pertinent past medical history to formulate nursing assessment and plan for phone triage

    Uses protocol, clinical judgment, and experience to designate an appropriate disposition for patients calling in for medical advice

    Documents subjective and objective information as well as a patient plan for each phone triage

    Collaborates with patients’ primary care team as needed to coordinate follow-up care

    Reviews and follows up Emergency Department and Hospital discharge summaries to facilitate coordination of transition to home

    Responds to patient requests for lab results, medical questions and questions and concerns regarding disease processes

    Follows through in a timely manner on patient requests that come through in electronic inboxes

    Sends medication refills per clinic protocol

    Orders medications such as emergency contraception per standardized procedure

    Assists in the development, maintenance, revision and evaluation of clinical workflows

    Reacts in a positive manner to patient concerns; remains calm and displays empathy

    Works cooperatively with other staff and departments to problem resolve conflicts and improve workflow

    Maintains patient confidentiality

    Participates in required meetings

     

    Additional Lead RN Responsibilities:

     

    Attend and participate in a variety of organizational meetings

    Assist in department training and supervision including development of continuing education of RNs and MAs

    Assist as needed in the hiring process of new department staff

    Lead quality improvement initiatives

     

     

    Qualifications

    BSN or MSN

    Active RN California License in good standing

    Current AHA CPR Certification

    Excellent verbal and written skills

    Strong enthusiasm and willingness to pitch in whenever needed

    Must be able to work independently, with written protocols

    Must be sensitive to ethnic and cultural differences and their relevance to health care

    Aptitude for navigating the EHR at an advanced level

    1+ years of direct patient care experience required; community health and/or triage experience preferred

    Strong leadership skills

    Ability to take a relevant history, make quick and accurate assessment and plan, and document

    Organizational skills

    Strong critical-thinking skills

    Excellent communication skills (written and verbal)

    Functions well in a high-stress environment

    Works well independently

     

     

    Desired Additional Qualifications

    Bilingual in Spanish (strongly preferred)

    Experience in a community clinic or primary care setting

    Triage experience

    Familiarity or proficiency in using NextGen Electronic Health Record

    Experience with nursing care coordination/case management

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