The Triage Nurse monitors and returns calls/communications related to Tennessee Oncology (TN ONC) patients consulting with physicians/APPs when appropriate. The Triage Nurse must recognize physical, psychological, and spiritual aspects of care. The Triage Nurse will accurately identify patients with high risk conditions. While supporting all triage processes, the Triage Nurse works within the RN scope of practice as defined by the TN Board of Nursing and TN ONC policies and procedures.

ESSENTIAL FUNCTIONS:

• Addresses patient calls, portal messages, tasks and emails concerning a wide range of symptom/side effect related and other patient care topics in a timely Manner. Asks appropriate, open ended questions utilizing TN ONC approved algorithms/pathways to assist in the assessment of patient’s symptom and side effect management inquiries. Documents recommended/actual interventions
• Recognizes changes in the patient’s status and need for care
• Assesses urgency of patient symptoms/side effects and addresses them appropriately, aggressively managing them to prevent unnecessary emergency department and hospital utilization
• Responds to emergency situations/calls and coordinates care/EMS response as necessary
• Collaborates with physicians via electronic communication, face to face, or the telephone to discuss patient care needs that cannot be independently and appropriately addressed using standing orders or practice protocols.
• Collaborates with scheduling team based on patient need and triage interventions to set up same day and/or future provider/infusion room appointments to address symptom management concerns.
• Provides clear education to patients and caregivers including verifying understanding of instructions/plan
• Counsels patients, family, and/or caregiver about side effects of medication, therapy, applicable referrals, as well as available community resources
• Notifies patients of normal and or stable lab/test results or abnormal lab/test results after collaboration with the provider on needed interventions if any
• Applies critical thinking and astute clinical judgment while evaluating patients
• Encourages patient compliance with supportive and treatment regimens
• Promotes patient self-care responsibility for meeting their own health needs
• Identifies & accommodates patient disabilities & limitations. Accesses resources for interpretive services and/or other needed accommodations
• Adapts personal communication style to meet the needs of the patient and/or other customers in diverse personal, professional, cultural, and socio-economic backgrounds
• Assists with prior authorization for prescription refills if needed
• Coordinates triage efforts with Front Office, Nursing, Patient Advocates/Financial Counselors, Pharmacy and or other departments to ensure effective/efficient communication to meet patient needs.
• Performs charting and updating of records in the EMR as expected
• Knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process
• Acts as an expert oncology/TN ONC resource for healthcare team, patients, caregivers and external agencies/organizations
• Utilizes triage care plans/pathways/algorithms for patient care in assigned clinics ensuring quality of service and adherence to standardized nursing procedures/protocols, quality improvement objectives, safety, environmental and infection control standards
• Participates in and initiates performance improvement activities as requested
• Participates in own professional development by maintaining required competencies, identifying learning needs and seeking appropriate assistance or educational offerings
• Performs other related duties/assignments as requested

SKILLS AND ABILITIES:

Education and Experience:

• Associates Degree/Diploma in Nursing required, BSN preferred or
• 2-years of relevant experience in oncology and/or telephone triage preferred
• Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods.
• Outpatient Ambulatory experience preferred

Skills/Qualifications:

• Strong verbal and written communication skills, with ability to present information in an organized framework-SBAR (Situation, Background, Assessment, Recommendation)
• Ability to establish and maintain effective working relationships
• Ability to assess nursing needs of acute and chronically ill patients through technology methods
• Demonstrates exceptional assessment, critical thinking, and customer service skills
• Ability to maintain emotional stability to cope with human suffering, emergencies, and other stresses
• Ability to seek out resources independently and work collaboratively
• Ability to collaborate, set priorities, and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• Ability to multitask efficiently
• Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and others
• Excellent telephone etiquette
• Must be proficient in written and spoken English, bilingual is a plus

Certificates & Licenses:

· Current RN licensure in TN or compact state required

· AHA/ARC BLS certification required within 90 days of hire if employee works greater than 80% of shifts on-site/in clinic. BLS certification is optional for teams working primarily remote.

· Current ONS Fundamentals Chemotherapy/immunotherapy Provider card or complete within 90 days of hire

Computer Skills:

• Intermediate to advanced computer skills

· Ability to navigate multiple computer programs and patient/hospital portals simultaneously.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Referral program
• Vision insurance

Medical specialties:

• Hematology
• Oncology

Physical setting:

• Clinic
• Outpatient

Standard shift:

• Day shift

Weekly schedule:

• 5×8
• Monday to Friday

Application Question(s):

• Must live within 2 hours of Nashville or Chattanooga, TN
• Must have worked 2 years in outpatient oncology infusion center

Experience:

• Outpatient Oncology: 2 years (Required)

Location:

• Tennessee (Required)

Work Location: Remote