Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.
FLSA Status
Non-Exempt
Job Role Summary
Triage is an interactive process between the nurse and patient that occurs over the telephone or face-to-face and involves identifying the nature and urgency of client healthcare needs and determining the appropriate disposition. The role of the triage nurse is to assess the patient, provide patient education, and crisis intervention. The goal of telephone triage services is to direct the caller to the appropriate level of care or service in a safe and timely manner in combination with providing self-care advice and direction. The triage nurse aids in directing the patient to the right level of care with the right provider in the right place at the right time.
Essential Functions and Responsibilities
Customer Service:
- Conduct telephone or face-to-face triage utilizing the EHR tool to identify the nature and urgency of client healthcare needs and determining the appropriate disposition.
Leadership:
- Signs off on staff competencies.
- Participates in interview process and evaluations for clinical.
Conflict Resolution:
- Remains calm in a conflict situation.
- Works to seek a solution or a compromise that is good for both parties to the conflict.
Teamwork:
- Ensures requests for medication refills, test results, and other patient concerns are completed in a timely manner.
- Assists clinical teams manage patient panels to meet quality metrics by reaching out to patients who need appropriate disease-specific or age-specific screenings as necessary.
- Ensures that patients receive appropriate and adequate instruction regarding new diagnoses, new medications, as well as wellness recommendations.
- Conducts nurse visits for patients assigned to the team.
Initiative & Growth:
- Demonstrates a self-directed work effort aligned with team goals.
Technical Skill:
- Accountable for the safety and care of the patients/families.
- Communicates clearly and appropriately with other office staff.
- Performs nursing procedures safely and efficiently.
- Performs routine quality control monitoring and maintains appropriate records as assigned.
- Signs off on staff competencies as assigned.
- Assures that regulatory requirements are met.
- Functions as a resource to the team and others within the health center and EHC.
- Be a problem solver, using critical thinking skills in the care of the patients/families and to resolve issues within the team.
Job Requirements
- Registered Nurse (RN) with state licensure.
- Current CPR certification and TB certification (may be obtained within 6 months of hire).
- A minimum of three years progressive professional experience as a nurse with at least 1 year in an ambulatory setting preferred.
- Bilingual in English and Spanish preferred; may be deemed necessary at certain locations.
- Fully proficient verbal and written communication skills.
- Experience with adult and/or pediatric IV and procedure skills preferred.
- Knowledge of ICD-9/CPT coding.
Knowledge, Skills & Abilities
- High degree of emotional intelligence; self-awareness, self-regulation, motivation, empathy and social skills.
- High levels of accuracy, productivity and good judgment required in developing and maintaining a positive public and community image.
- Detail oriented, solid organizational ability.
- Superior customer relations abilities.
- Ability to work independently, devise own work patterns and prioritize tasks.
- Capable of handling multiple tasks and projects concurrently.
- Demonstrates excellent writing skills, creative excellent listening/interviewing skills, sound project and management skills.
- Advanced computer skills required, including Microsoft Word, Excel, and Outlook.
- Creative, innovative; utilizes the Plan-Do-Check-Act methodology to drive continuous improvement.
- Utilizes age-, education- and socially-appropriate communication skills.
- Skills in interpersonal relations, conflict resolution, education, community & organizational development.
- Ability to analyze complex situations and perform effective problem-solving functions.
- Knowledge of human behavior, social environment and agency resources.
- Works effectively with a wide variety of professionals, patients and their families.
- Ability to analyze and interpret data, prepare necessary reports and make recommendations.
- Ability to use effective listening skills to make appropriate assessments of patient needs.
- Ability to perform triage assessment without face-to-face interaction.
- Ability to work cooperatively and communicate effectively.
Accredited by The Joint Commission and named as one of Indiana’s best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.
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