About the job
The Triage Registered Nurse (RN), Access embodies the mission, vision, and values of Northwestern Medicine (NM). This role requires adherence to the organization’s Code of Ethics and Corporate Compliance Program, along with compliance with all applicable policies, procedures, guidelines, and regulatory standards.
As a Triage RN, you will provide expert virtual triage services, acting as a critical link between patients and their physicians. Your responsibilities will include assessing presenting problems or chief complaints, utilizing evidence-based triage protocols to determine acuity, and delivering tailored care advice and next-step recommendations.
Key Responsibilities:
- Deliver exceptional customer service and demonstrate strong communication skills, effectively collaborating within a team that prioritizes patient care.
- Make positive first impressions with patients, establishing yourself as a patient advocate.
- Triage all incoming calls and electronic messages, prioritizing issues and involving providers as necessary to successfully complete the communication cycle.
- Employ critical thinking to develop and update individualized care plans based on patient needs.
- Ask insightful questions to accurately assess patients’ clinical conditions and adapt your approach to gather necessary information.
- Document all communications and interactions in the electronic medical record.
- Schedule patient visits with providers according to established protocols.
- Adhere to department triage protocols.
- Assist in appointment scheduling for patients with NM providers.
- Participate in the orientation of new staff members.
- Contribute to process improvement initiatives.
- Engage in departmental quality improvement activities.
- Utilize effective service recovery techniques to address problems or service breakdowns.