Provides nursing triage services and health advice for patients over the phone and in person if applicable. Assesses and determines the patients’ acuity level and the need for medical support. Provides results and education related to diagnostic testing to ensure continuity and quality of care. Responsible for accurate, appropriate and timely telephone and electronic messaging. Provides protocol-driven clinical advice. Performs a patient assessment via phone and documents patient chief complaint, patient reported symptoms, relevant history, and pharmacy and contact information using established protocols. Initiates and coordinates emergency treatment when necessary. Prioritizes incoming high priority telephone calls addressing urgent patient needs while reporting all pertinent information to the triage provider for decision making. Provides education to patients and families. Schedules, or facilitates scheduling of emergency appointments. Coordinates patient care and requests across departments, specialties and sites. Assists with orientation of new personnel to ensure that they are appropriately trained to support patients and providers. Executes and documents ongoing patient and customer communication, prioritizes communication to providers, and promptly responds to patient and customer needs. Reviews and reinforces instructions as directed by provider, to ensure patient's understanding of, and compliance with, treatment plan. Explains medical conditions. Manages patient concerns following documented clinical protocols with the goal of patient satisfaction while utilizing service recovery techniques. Ensures that all patient documentation is completed and routed in a timely manner. Suggests issues of improvement and offers solutions to the issues. Assists in coordination of care and services with external organizations including, but not limited to, insurance companies, home health, and other medical facilities. Work is typically performed in a clinical environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.

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