Registered Nurse (RN) Onsite Telephone Triage-4p-12:30a

Hospice of the Western Reserve; Cleveland (OH); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Tuition Assistance

Technology Package

Retirement benefits

Job summary

Reserve Care, formerly Hospice of the Western Reserve, seeks an experienced Clinical Triage Nurse at our Cleveland, OH headquarters. You will assess patients over the phone, coordinate plans of care with the transdisciplinary team, and support families with compassionate guidance.

Ideal candidates have 2–4 years of clinical triage experience, an OH RN license, and strong verbal/written communication. The role emphasizes empathy, accuracy, and teamwork in a demanding hospital-at-home environment.

Qualifications

• High School Diploma or Equivalent (noted in listing)
• RN license in Ohio required
• 2-4 years of clinical triage or call experience in medical setting
• Prefer 3+ years in hospice/palliative care, home health, or emergency care
• Strong communication and clinical judgment skills
• Ability to manage stress and work with minimal supervision

Responsibilities

• Answer escalated calls from families, hospital staff, nurses and providers to assess care needs and advise care
• Triage inbound calls and provide intervention or dispatch as needed
• Maintain calm, attentive presence and compassionate care in interactions
• Relaying updated provider contact information to staff and management
• Document patient information accurately in EMR and related systems
• Provide next-level medical advice to supporting agents via Five9 system

Skills

Communication skills

Empathy

Multitasking

EMR familiarity

Computer proficiency

Education

Registered Nurse License (OH)

Tools

EMR systems

Job description

Hospice of the Western Reserve is now Reserve Care. Our new name reflects the full scope of care we provide while honoring nearly 50 years of trusted service. We continue to deliver expert hospice, palliative and grief support with the same compassionate team. When you join Reserve Care, you become part of a legacy that walks alongside patients, families and communities with guidance and meaningful support during life’s most important moments.

THIS POSITION WILL BE LOCATED AT OUR HEADQUARTERS IN CLEVELAND, OHIO.

Reserve Care operates in celebration of the individual worth of each life, we strive to relieve suffering, enhance comfort, promote quality of life, foster choice in end-of-life care and support effective grieving.

JOIN US IN MAKING THE MOST OF EVERY DAY!

WHY US?

We believe that our success starts with our greatest asset: OUR EMPLOYEES!

We live our shared core values in everything we do:

COMPASSION. EXCELLENCE. EQUALITY. INTEGRITY. SERVICE. STEWARDSHIP.

We have a passion for purpose driven work! Do you?

JOIN OUR FAMILY!

Our Clinical Agents provide prescribed medical treatment and personal care services to terminally ill persons in collaboration with the transdisciplinary team in a variety of settings. Coordinate the implementation of the Plan of Care for each patient utilizing the Nursing Process.

What You Will Do

• Answer escalated calls from families, hospital staff, nurses’ pharmacies, patients etc. and providers to begin assessing situation and gaining understanding of the patients' specific care needs and begin advising care.
• Triage inbound calls for multiple health care professionals and families and provide intervention (be it advise or dispatch)
• Demonstrate calm and attentive presence, expert administration of care and a unwavering spirit of compassion
• Responsible for relaying updated or new provider contact information to staff and management.
• Accurately document inbound/outbound patient information in agency’s EMR and associated systems
• Provide a next level medical advice to supporting agents by being in a ready status in the Five9 system to assist.
• Perform other duties as assigned

Success Capabilities

• High School Diploma or Equivalent required.
• Graduate from an accredited school of professional nursing or a school accepted for candidacy status from an accrediting body. A Registered Nurse License (RN) in the State of Ohio
• 2-4 years of clinical support of triage or call experience in medical setting
• Prefer a minimum of 3 years recent clinical experience in a physician’s office, hospice or palliative care work, home health, critical care and or emergency room
• Relevant experience includes direct patient triage, clinical phone triage, demonstrated excellence in clinical assessment using nursing process, or adult/pediatric nursing care in a physician or hospital setting
• Excellent verbal and written communication skills
• Excellent clinical judgment and decision-making skills
• Ability to adapt to effectively handle stress and difficult situations
• Ability to work with minimum direction and supervision
• Strong attention to detail
• Ability to work in a team environment
• Proven ability to demonstrate excellent and strong empathic phone and verbal communication with active listening skills; necessary for customer focus and adapting to varying personality types
• Ability to multitask, set priorities and mange time effectively; ability to listen, type and update records simultaneously
• Proficient with computers
• Familiar with EMR systems and practices

Details

• Total Rewards Package to include Retirement, Health, Dental, Vision, voluntary benefits and Corporate Discounts
• Tuition Assistance
• Technology Package

Conditions Of Employment

• Compliance to Annual Flu Shot Policy or ability to provide exemption documentation
• Provide an active auto insurance policy as a licensed driver in the State of Ohio with the proper level of coverage as directed
• Provide an active driver’s license
• Ability to provide proof of eligibility to work in the United States.
• High level of integrity, ethics and professionalism.

NOTE: The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants who may need reasonable accommodations to complete the application process may contact:

Careers at Reserve Care

17876 St. Clair Ave.

Cleveland, OH 44114

216.383.2222 or [e-mail]

Reserve Care is an Equal Opportunity Employer - we recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.