Job DescriptionTelephone Triage Nurse - Hematology/OncologyThe 3 CE Outpatient Hematology/Oncology Clinic of the Nemours Center for Cancer and Blood Disorders provides comprehensive outpatient services to children and families with hematological and oncological diagnoses. We care for patients with ages as defined by Nemours Policy 1.6.1 (Patient Care Protocols). Services in the Outpatient Hematology/Oncology Clinic and Day Therapy area include, but are not limited to: diagnostic workups, physical exams by physicians, peripheral IV insertion, central line access and care, medication administration, chemotherapy administration, blood product administration, emergency care, lumbar punctures, pheresis services including extracorporeal photopheresis by the American Red Cross, pre-, pre- and post-bone marrow transplant patients, and the initiation of the admission process to the hospital.
Principal Diagnoses include but are not limited to:- Anemia
- Thrombocytopenia
- Sickle Cell Disease
- Hemoglobinopathy
- Coagulopathy Disorders
- Neutropenia
- Spherocytosis/Elliptocytosis
- Hemolytic Disorders
- Leukemias
- Brain/CNS tumors
- Solid tumors
- Lymphomas
- Histiocytosis
- Neuroblastoma
- Neurofibromatosis
- Genetic blood disorders
The Hematology/Oncology Clinic and Day Therapy is staffed by Registered Nurses daily.
Hours of operation are as follows:
06:45am - 5 pm, Mondays and Thursdays
8:00 am -5pm, Tuesdays, Wednesdays, and Fridays
Primary FunctionProvides telephone triage for pediatric hematology/oncology/transplant and cellular therapy patients, delivering timely assessment, care coordination, and first-line clinical support for a medically complex, immuno-compromised pediatric population by using standardized protocols and sound clinical judgment to determine the appropriate level of care.
Essential Functions- Performs telephone triage assessments for pediatric hematology/oncology/transplant and cellular therapy patients with symptoms or concerns including fever, neutropenia, bleeding, pain, dehydration, treatment-related toxicities, and other urgent or non-urgent clinical issues, using sound clinical judgment to determine the appropriate level of care.
- Utilizes standardized hematology/oncology/transplant and cellular therapy triage protocols, SmartPhrases, and Epic workflows to support consistent symptom assessment, documentation, communication, and care recommendations.
- Documents and communicates clinical information clearly in Epic through telephone encounters, In Basket routing, and related workflows to support continuity of care and timely interdisciplinary follow-up.
- Provides patient and family education, anticipatory guidance, and follow-up instructions by phone regarding symptoms, treatment-related concerns, home management, and when to seek urgent or emergent evaluation.
- Reviews and clinically prioritizes new patient referrals, outside records, and laboratory information to support appropriate scheduling timeframes, provider assignment, and timely access to care.
- Coordinates care across outpatient and inpatient settings, including same-day visits, infusion scheduling support, urgent add-ons, direct admissions, emergency department escalation, and other disposition needs based on clinical presentation.
- Supports medication, treatment access, and authorization workflows by initiating or routing telephone encounters, communicating with the appropriate clinical or operational teams, and facilitating timely follow-up to reduce delays in care.
- Manages triage communication workflows, including In-Basket prioritization and timely response to patient, family, provider, pharmacy, and care team needs.
- Conducts follow-up calls and ongoing communication for high-risk patients, unresolved concerns, and care plan updates to promote patient safety and continuity.
Knowledge, Skills, and Abilities- Demonstrates advanced clinical judgment in pediatric hematology/oncology/transplant and cellular therapy care, including the ability to assess, prioritize, and respond to urgent and non-urgent patient concerns by telephone.
- Strong knowledge of hematology/oncology/transplant and cellular therapy symptoms, treatment-related toxicities, supportive care needs, and considerations for immunocompromised pediatric patients.
- Ability to utilize standardized triage protocols, clinical guidelines, and independent nursing judgment to determine appropriate disposition and escalation.
- Strong verbal and written communication skills, with the ability to communicate clearly and compassionately with patients, families, providers, and interdisciplinary team members.
- Proficiency in Epic documentation, telephone encounters, In Basket management, and related clinical communication workflows.
- Ability to provide effective patient and family education, anticipatory guidance, and follow-up instructions tailored to clinical needs.
- Strong organizational skills and the ability to manage multiple priorities, high call volumes, and time-sensitive issues in a fast-paced environment.
- Ability to collaborate effectively across outpatient, inpatient, infusion, pharmacy, and ancillary teams to support continuity of care.
CertificationsMust hold current APHON Chemotherapy/Biotherapy Provider or Instructor Status, ONCC Certification preferred (CPHON, CPON, BMTCN, TCTCN)
Experience3-5 years nursing experience; Hematology, oncology, transplant, and cellular therapy experience required, and triage experience preferred.
Impact of Decisions/ErrorsModerate to high impact roles affecting patient safety and outcomes.
Additional Operational Responsibilities- Supports workflow standardization, patient throughput, and quality metrics tracking.
- Participates in quality improvement initiatives and continuous process improvement efforts.
- Supports development and maintenance of triage workflows, SmartPhrases, and standardized documentation tools to improve consistency and efficiency.
- Assists with data collection, reporting, and workflow monitoring related to triage volume, turnaround times, access, and quality metrics.
Additional Requirements- You must be a graduate of an accredited school of nursing.
- BSN is preferred
- Must be eligible for Delaware State license (or compact license).
- Current AHA Healthcare Provider (HCP) Certification required
- PALS optional but required to obtain within a year of hire.
