Telephone Nurse Triage (CareLine RN)
We currently have an exciting new opportunity for a CareLine RN (.80 FTE). Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. The CareLine RN is responsible for and given necessary authority to provide nursing services via telephone, according to HealthPartners CareLine philosophy, policies and procedures.
• Make independent nursing diagnoses and develop plans of care based on patient assessment.
• Delegate nursing tasks when appropriate.
• Create and implement plans based upon patient's need.
• Act as a resource for other staff.
At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health, create exceptional experiences for those we serve and make care and coverage more affordable.
ACCOUNTABILITIES:
Nursing Process:
Definition: Must be able to demonstrate effective written and verbal communication skills in each process by complete documentation for medical record purposes.
1. Assess patient’s needs.
2. Make appropriate and independent / collaborative decisions for selecting specific triage plan.
3. Use departmental protocols to triage patients.
4. Instruct patients on their health care.
5. Document all interactions with patients and providers when medical direction is given.
6. Provide patient, on-call staff, and other care sites and community resources with a centralized communication center.
7. Coordinate services with other departments for follow-up based on patient’s need.
8. Communicate problems, concerns and suggestions to Lead Nurses or Care Delivery Supervisor.
9. Maintain up-to-date knowledge and skill in professional, clinical, and system areas.
10. Build and maintain solid interdependent relationships within the Careline and throughout HealthPartners.
Performance Standards:
1. Assess patient’s medical need. Performance will be up to standard when:
a. STAT symptoms are identified per HealthPartners guidelines.
b. Adequate history is obtained.
c. Patient’s symptoms and injuries are accurately evaluated for appropriate care.
d. Potential complications are identified and attempts made to prevent these complications.
2. Make appropriate and independent / collaborative decisions for selecting specific triage plan. Performance will be up to standard when:
a. Triage plan is based on the severity of patient’s condition.
b. Established HealthPartners protocols, policies, and procedures are followed.
c. Pertinent information is communicated to other disciplines / care sites after obtaining consent for release when required.
d. Physician is contacted for guidance when necessary.
3. Triage patients according to departmental protocols. Performance will be up to standard when:
a. Patients are directed to call 911 in life threatening situations.
b. Patients are directed to appropriate HealthPartners Urgent Care facility.
c. Appropriate home care instruction is given for non-urgent conditions.
d. On-call physician is consulted as necessary.
e. Patients are appropriately referred to non-HealthPartners facilities.
f. Set standard of phone calls per hour is maintained.
4. Instruct patients on their health care according to HealthPartners guidelines. Performance will be up to standard when:
a. Assessment of individual patient need for instruction is indicated.
b. Instruction given is based on patient’s problem or concern.
c. Confirmation of patient’s understanding is documented.
d. Patient’s questions are accurately and completely answered.
e. Callers are instructed to administer appropriate first aid or life saving measures until medical attention is available.
f. Patients are encouraged to utilize their clinic for non-acute medical problems to ensure continuity of care, follow-up and health teaching.
5. Document all interactions with patients and providers with attention to confidentiality. Performance will be up to standard when:
a. Assessment of patient’s condition is charted utilizing Consulting Nurse Guidelines.
b. Disposition is accurately documented.
c. Information obtained is properly and completely documented.
d. Instruction given to patient is properly documented.
e. Private information is entrusted only to those who have the need for such information.
f. Medical records and patient information are guarded.
g. Verbal consent to release medical record to non-HealthPartners facility is obtained and documented.
6. Provide a centralized communication center for HealthPartners and contract providers. Performance will be up to standard when:
a. Assigned physician is contacted for the care of HealthPartners patients in emergency rooms or other facilities.
b. HealthPartners members are referred to the appropriate personnel to be contacted during clinic hours.
7. Coordinate services with other departments for follow-up based on patient’s needs. Performance will be up to standard when:
a. Pertinent information regarding after-hours patient care is passed on to the clinics / providers in a timely manner.
b. Urgent Care and emergency rooms are informed of patient’s condition prior to patient’s visit.
c. Patients with service issues are referred to the caller’s appropriate Customer Services
Representative.
8. Communicate problems, concerns and suggestions to Nursing Lead and to appropriate personnel. Performance will be up to standard when:
a. Nursing Lead is informed of issues with physician response.
b. Consultation with lead RN regarding patient triage according to department protocols.
c. Maintenance and repair problems are reported to the appropriate personnel.
d. Need for supplies is indicated.
9. Maintain up-to-date knowledge and skill in professional, clinical and systems areas. Performance will be up to standard when:
a. Maintain current RN License.
b. Show evidence of reviewing literature to update knowledge.
c. Demonstrate ability to utilize all equipment in department, including telephones, TDD, computers and fax machines.
d. Participate in patient care conferences, in-services and educational programs in the HealthPartners system, hospitals, and the community.
e. Demonstrate proficiency in listening skills and interviewing.
f. Understands and stays informed about department issues and changes. This includes reading email during each assigned shift to remain current in protocols and position responsibilities.
10. Build and maintain solid interdependence relationships within the Care Unit and throughout HealthPartners: Performance will be up to standard when:
a. Demonstrate a commitment to missions, goals, and values of HealthPartners.
b. Participate in Task Force and departmental meetings.
c. Read and understand new procedures.
d. Remain accountable for the efficient use of time, material, and human resources.
e. Promote Continuous Quality Improvement.
f. Team work:
• Identify and work to resolve problems with other departments and individuals in a constructive manner.
• Effectively share job knowledge with new employees.
• Place team goals above own interests.
• Provide honest and constructive input during policy formation. Accept and support final decision.
• Other tasks as assigned by supervisor.
11. Consistently exhibit quality customer service skills, including, but not limited to:
a. Identifying self by name, title (RN) and department when answering all calls
b. Consistently demonstrate appropriate phone etiquette with each caller.
c. Gathering information from the caller accurately, quickly, and respectfully.
d. Listening and asking questions to clearly understand the patient’s situation, responding professionally at all times.
HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for job ID #39981.
Qualifications
Required Qualifications:
• Graduate of an accredited School of Nursing.
• Current RN licensure in Minnesota.
• Current RN licensure in Wisconsin within two months of hire.
• Minimum of 3 years full-time experience in areas such as Pediatrics, Critical Care, Emergency Room, Public Health Nursing, OB-GYN or as a Nurse Practitioner.
• Typing skills, 30 w.p.m. and computer skills preferred.
Physical Requirements:
Ability to sit or stand for prolonged periods at a time. Must possess speech, hearing and sight skills to perform the functions of the position. Manual dexterity required. Must be able to speak, read and write English proficiently. Particular positions may have lifting requirements.
Additional Information
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.