The RN TeleNurse is responsible for triaging incoming patient calls. Promotes and demonstrates leadership within the department. Promotes the philosophy of wellness; serves as a resource person, educator, and patient advocate.
Job Relationships
- Reports to the TeleNurse Supervisor/Manager
Principal Responsibilities
- Apply all phases of the Nursing Process, i.e., assessment, planning, implementation and evaluation when triaging patients.
- Demonstrate effective verbal communication: communicate phone advice in a calm manner so that it is properly received and understood.
- Identify life threatening emergencies; recommend appropriate interventions, including facilitation of ambulance transportation.
- Demonstrate knowledge of disease processes and pathophysiology to accurately conduct an initial assessment and triage patients via telephone dialogue.
- Perform data entry at the time of the call and record all significant health history of the caller.
- Prioritize tasks appropriately and manage time and resources effectively.
- Prioritize, delegate, and manage the acuity of incoming patient calls and staff duties as assigned.
- Refer problems and concerns which require physician intervention to the On Call Physician and/or primary care physician. Direct caller/patient to appropriate level of care including, but not limited to nearest ER, office visit, or self-care.
- Schedule patient appointments in scheduling system according to established and approved guidelines.
- Utilize medical resources to assist in formulating the patient's plan of care.
- Counsel and teach patients and/or callers according to established guidelines of practice.
- Document all calls according to established guidelines of practice.
- Maintain statistical data as requested.
- Work effectively with minimal supervision.
- Maintain confidentiality of all interactions.
- Maintain knowledge by attending appropriate educational programs, reading current journals and literature.
- Attend all department meetings and mandatory Springfield Clinic in-services.
- Perform other job duties as assigned.
- Comply with the Springfield Clinic incident reporting policy and procedures.
- Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
- Provide excellent customer service and adhere to SC Way customer service philosophy.
- Perform other job duties as assigned.
Education/Experience
- RN, graduate of an accredited school of nursing with current Illinois RN licensure.
- Minimum of three years of clinical experience in acute ambulatory or acute care setting.
- Experience in ER, Home Health preferred.
Licenses/Certificates
- RN License.
Knowledge, Skills and Abilities
- Required to give one (1) month resignation notice.
- Required to work every other weekend and 4-5 out of 9 Springfield Clinic recognized holidays per year.
- Required to reside within a 100 mile radius of Springfield, IL
- Basic typing skills at 40 wpm or greater.
- Demonstrates intermediate computer skills and comfort with Windows operating systems.
- Pleasant, clear telephone voice.
- Excellent written, verbal, and interpersonal communication skills.
- Practices independent nursing consistent with the Illinois Nurse Practice Act.
Working Environment
- Professional office environment which requires extended periods of sitting.
- Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- Potential to work from home.
PHI/Privacy Level
- HIPAA1