Telephone Triage RN

Baystate Health; Springfield (MA); On-site; USD 73,000 - 131,000; Full time

Job summary

Baystate Health is seeking a Registered Nurse for the Ambulatory Residency program. The role supports patients across the continuum, with supervision under a clinical RN manager and guidance for new graduates.

Responsibilities include clinical decision-making, patient education, and collaboration with the health care team to deliver high-quality care in Massachusetts. Ten months of RN experience or Baystate RN residency is required.

Qualifications

• Must have 10 months of experience as an RN, or complete Baystate RN residency program.
• Currently licensed in the state of Massachusetts as a registered nurse.

Responsibilities

• Clinical Decision Making – Functions independently to assess, develop and implement plan of care for complex patients during telephone triage and in person visits.
• Clinical Decision Making – Provides independent quality triage and patient care utilizing assessment skills, point of care testing and QA checks.
• Clinical Practice Innovation – Recommends and implements protocols, treatment plans or programs using evidence-based criteria.
• Nurse Patient Family Relationship – Assesses barriers to care and supports patient/family involvement in clinical decisions.
• Patient Family Education and Health Care Transition Management – Addresses learning needs and transition planning across the continuum of care.
• Health Care Team Relationships – Interacts with the health care team to coordinate patient care and serves as a knowledge resource.
• Communication – Identifies needs, manages difficult communications and educates staff on equipment and infection control.

Job description

At Baystate Health we respect the privacy of our candidates and recruits. Please note that we will not contact candidates directly to ask for personal information over the phone, such as date of birth, social security number, or any other private financial information. Learn More

Under the direct supervision of clinical RN manager/Supervisor and with guidance performs all responsibilities as documented in New RN Graduate Ambulatory Residency job description. Responsible for the provision of nursing care to patients in accordance practices within the Professional Practice Model, the MA Nurse Practice Act, ANA Standards of Practice, American Academy Ambulatory Care Nursing (AAACN) and Code of Ethics as well as, demonstrates Baystate Health's core values. Administers and monitors patient response to therapeutic interventions. The nurse demonstrates knowledge and application of the nursing process as it relates to patients and families. He/she is accountable for professional nursing practice. The nurse collaborates with health team members, patients/families in the provision of care. Delegates to and provides direct supervision to other health team members as appropriate in the implementation of the patient care plan. He/she acts as an advocate for patients/families/significant others. Also, the nurse practices within accepted ethical and legal parameters of nursing.

Clinicians at this level are applying newly gained skills and knowledge to clinical and practice situations. Those with more experience practice at this level as competent practitioners. The practice of a new clinician relies on theories, principles and rules in combination with past concrete experiences to guide practice. New clinicians require mentoring from experienced RNs. They learn and develop skills through the triangulation of knowledge, experience and mentorship. Over time and with experience the nurse's focus shifts from that of task orientation to developing goals and a plan of care for their assigned patients across the continuum. A nurse could spend a significant amount of time in this position. This description covers the essential functions of the position. Incumbent is expected to perform similar and related duties as assigned. The Clincal RN Manager/Supervisor/Director are responsible for ensuring that the RN consistently meets the necessary behaviors and competencies.

The registered nurse maintains a current level of knowledge and skill with technical procedures as defined by the nursing specialty organization, complies with all regulations and standards of regulatory and accrediting bodies and is currently licensed in the state of Massachusetts as a registered nurse..

Job Responsibilities

1. Clinical Decision Making –
   • Functions independently to assess, develop and implement plan of care for complex patients including medical and/or psychosocial disorders, during telephone triage and in person visits.
   • Provides independent quality triage and patient care utilizing strong assessment skills, point of care testing and quality assurance checks.
   • Develops skills in recognizing patterns of behaviors or illnesses to make recommendations to enhance or develop practice protocols, treatment plans or programs.
   • Demonstrate advanced skills to deal with difficult patients to resolve conflicts amiably.
   • Mentors clinical staff and ensures all clinical staff maintain and develop competencies to meet quality and safety standards.
   • Provides staff and patient education as requested or needed.
   • Precepts new graduate nurses and/or nurses new to the practice.
2. Clinical Practice Innovation –
   • Makes recommendations for and participates in establishing and implementing protocols, treatment plans or programs using evidence based criteria.
   • Promotes Patient Safety and uses SRS reports to develop action plans.
   • Recognizes research opportunities engaging and collaborating with clinical and/or practice staff to determine viability for a study.
   • Assists in developing unit based education for patients and staff.
   • Identifies operational improvement opportunities making recommendation to clinical and/or practice manager.
3. Nurse Patient Family Relationship –
   • Assesses barriers to care. Considers the influence of social and cultural differences that might impede patient care and develops solutions. Supports patient/family to be involved in the clinical decision making process with the team and providers.
4. Patient Family Education and Health Care Transition Management
   • Identifies, anticipates, and addresses the learning needs of both patients and families.
   • Anticipates patient’s resource and care needs when transitioning to another facility or home.
   • Provides outreach and transition management across the continuum of care
5. Health Care Team Relationships
   • Interacts Effectively within the health care team to manage and coordinate patient and family-focused care along the continuum of care with effective and efficient use of resources to achieve optimal patient and family outcomes for defined patients and/or groups of patients.
   • Consults with providers and other health team members to coordinate patient care activities.
   • Serves as a resource to staff members providing understanding, and considered responses with an appropriate level of detail and education.
6. Communication –
   • Identifies and respects customer needs and adjusts communication style as needed.
   • Successfully manages difficult communications. Clearly and respectfully articulates issues in a positive professional manner. Actively, attentively listens without bias. Allows others to express their opinion and Is open to new ideas.Reserves judgment until all the facts are known and is sensitive to the impact of decisions on others.
   • Educates staff on the use of equipment and standards for quality assurance and infection control.
   • Assumes responsibilities as appropriate.
   • Mentors residents and students.

Required Experience

Must have 10 months of experience as an RN, or complete Baystate RN residency program. Any exceptions must be approved by Director of Ambulatory Nursing.

Preferred Experience

1. None Listed

Skills and Competencies

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum – Midpoint – Maximum

$72,800.00 – $101,774.00 – $130,728.00

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.