Telephone triage is a clinical subspecialty that involves the safe, age-appropriate, and timely evaluation of patient symptoms via the phone by licensed professional registered nurses. The nurse role is autonomous yet collaborative within the multidisciplinary team to meet the needs of those served by OSF Healthcare, including the community at large. The telephone triage nurse demonstrates the knowledge necessary to provide episodic patient care that includes comprehensive symptom assessment, patient education and preventative care, acute psychosocial support, and timely individualized clinical recommendations for care. After hours call center nurses also initialize and provide triage services, if needed, for Incident/ Workman’s compensation reporting and post discharge follow-up calls for OSF Healthcare Facilities. The nurse recognizes the direct relationship between cost-effective and efficient provision of care and services. Triage nursing practice follows the mission of the Sisters of the Third Order of Saint Francis, serving the community with the “greatest care and love”.
To perform this job successfully, an individual must be able to perform each essential duty competently to provide patient care appropriate to the age of the patients served by the unit.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Current, unrestricted Illinois and Michigan State license as a Registered Nurse is required unless extenuating circumstances prevent Michigan licensure.
A nurse is prevented from providing triage services for callers from states where the nurse is not licensed.
Licensure in other states may be required by law or client contract.
Work requires a professional level of knowledge of nursing practice and theory at a level commensurate with a Bachelor of Science in Nursing degree acquired from an accredited College of Nursing.
A minimum of 5 years of related acute or ambulatory clinical experience (or per After Hours Call Center Leadership discretion) is preferred.
Interpersonal skills are necessary to communicate effectively and concisely with patient/callers to deliver appropriate nursing care and to work well as an interdisciplinary team member.
Analytical, critical thinking, problem solving, and prioritizing skills are necessary in order to gather and interpret data relevant to complex patient care problems.
A triage nurse demonstrates knowledge of the principles of growth and development as well as the physical, emotional, and psycho-social needs of the patient population served.
The skillful triage nurse performs independently with minimal supervision, is organized and able to set priorities, maintains excellent work attendance and performance, and demonstrates compassion and respect towards others.
Basic computer and keyboarding skills are required, with a minimum typing speed of 35 words per minute.
Proficiency with computers, multiple phone lines, and paging systems is essential.
Knowledge of EPIC electronic medical record and Microsoft Windows operating system is preferred.