Call Center Triage Nurse - Hospital - Tulsa

Position Overview

The purpose of this position is to facilitate patient triage and care while being agile and responsive to dynamic patient needs and environmental conditions. The incumbent is responsible for answering calls from patients, assessing their health conditions, and directing them through the appropriate clinical pathway in collaboration with MCNDH providers and departments. This role ensures quality patient care in compliance with local, tribal, state, and federal regulations and accreditation standards. Work is performed in office, clinical, and hospital settings with a moderate risk of exposure to contagious diseases and potentially hostile or emotionally disturbed individuals. Occasional travel and driving of a GSA vehicle may be required. Regular attendance is essential. Equal Opportunity Employer: Applicants will be notified of their rights pursuant to federal employment laws.

Key Responsibilities

• Monitor and respond to triage calls on the nurse phone line or infectious disease hotline.
• Observe and assess a patient’s clinical condition, identify serious situations, and immediately decide on the appropriate action.
• Determine when and how to inform the provider and implement pre-planned measures.
• Communicate directly with patients via telephone and direct them through the appropriate clinical pathway.
• Utilize clinical decision support tools to enhance patient care.
• Ensure accurate documentation of all consultations and treatments in the patient’s electronic health record.
• Collaborate with nursing and ancillary staff to coordinate patient flow within the healthcare process.
• Serve as a clinical resource and professional role model for other nursing staff.
• Arrange appointments for patients and consult with physician leaders as necessary.
• Prioritize work tasks and patient care services to ensure timely completion.
• Maintain accurate, clear, and concise progress notes, problem lists, and medication lists.
• Reduce conflict and enhance patient satisfaction through prompt response to calls.
• Maintain a professional demeanor while upholding professional, ethical, and legal standards of nursing.
• Adhere to a regular attendance schedule.

Required Qualifications

• Education: A bachelor's degree in nursing (BSN) from an accredited school is preferred; associates (RN) are required.
• Experience: Minimum of three (3) years’ related experience in direct patient care, preferably in an ambulatory care setting.
• Licenses & Certification: Must possess current licensure by the State of Oklahoma or National Council of State Boards of Nursing for Registered Nurse and current CPR and ACLS certification.
• Knowledge of various telephony systems and telehealth applications.
• Understanding of acceptable standards of nursing practices, principles, and theories.
• Familiarity with IHS and MCNDH policies and procedures related to patient care, case management, and documentation in electronic health records.
• Knowledge of the Privacy Act and related regulations regarding confidentiality and the release of medical information.
• Excellent communication skills for interacting with patients, families, staff, tribal officials, and the public both verbally and in writing.
• Ability to assess patient educational needs and employ effective teaching techniques in care management and follow-up.
• Willingness to accept varied lifestyles, healing methods, and practices.
• Proficiency in operating a PC in a Windows environment and other necessary office equipment.
• Adeptness at administrative tasks including intake processing, document management, and drafting correspondence.
• Capability to utilize clinical knowledge in assessing symptoms and recommending treatment over the phone.
• Familiarity with symptomatology and pathology.
• Ability to deliver high-level customer service in a call center environment.