Job Description

Inspire health. Serve with compassion. Be the difference.

Job Summary

Provides assistance to callers transferred from GCEMS 911 dispatch, using established guidelines for telephone triage, to assess and assist the caller by providing information, assisting with scheduling a medical appointment, assisting with transport, referring back to 911 or other means to meet the callers medical need. Accomplishes the responsibilities of this position by integrating and maximizing the work of various disciplines, resources and services across departmental lines and those agencies participating in this program such as GCEMS dispatch and MD offices, clinics and others.

Provides clinical direction to patients and families calling with questions or medical direction regarding both pediatric and adult patients. Demonstrates clinical competency utilizing evidence based practices/research in all areas of the nursing process.

Works with internal and external sources to assure a smooth and efficient handling of all patient calls and compliance with applicable state and federal regulations.

Collaborates as appropriate with other departments to ensure efficient processes and facilitate problem solving.

Uses advanced level nursing skills and telephone triage guidelines to assess and prioritize different types of conditions and symptoms including when to refer back to 911.

Accountabilities

• Performs the activities within the scope to handle and increase the call volume. Accomplishes the responsibilities of this position by integrating and maximizing the work of various disciplines, resources and services across departmental lines and outside agencies. 20%
• Completely and accurately documents all activity. Collects data and completes nursing assessment utilizing appropriate area and /or age specific standards/policies and tools. 10%
• Identifies/assesses patient/family learning needs and teaches accordingly by using language and terminology the patient/family is familiar with providing examples to clarify ideas, -utilizing appropriate resources
• Communicates with the patient/family's need for education/teaching to others in the healthcare continuum, utilizing resources within the interdisciplinary healthcare team as necessary.10%
• Coordinates patient appointments as appropriate with designated offices and agencies. 10%
• Performs follow-up phone calls on all callers within 16 hours of original call and documents and provides additional referrals and follow-up as needed. 10%
• May monitor call activity to assure timely answering of calls or make recommendations for expansion of the program as needed. 10%
• Proactively develops customer service relationships by listening and understanding both internal and external customers. Anticipates and provides solutions to customer needs, giving a high priority to customer satisfaction. 10%
• Demonstrates positive communication by acknowledging internal and external customers, patient representatives and Prisma Health employees in a prompt, pleasant and professional manner. Conversation is appropriate at all times. 10%
• Maintains a positive attitude in the department, accepts change and embraces opportunities to positively contribute to the department. 10%

Minimum Education

Associate's Degree - Nursing

Minimum Experience

3 years - Acute care nursing 

Required Certifications/Registrations/Licenses

SC Registered Nurse

Work Shift

Day (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70017006 Telephone Triage

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Job Tags

Full time, Shift work, Weekend work,

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