*Telephone Triage RN - FT Second/Third Shift - San Antonio - Full-time / Part-time

Provide nurse advice and triage services to consumers calling with clinical questions.

SUMMARY OF KEY RESPONSIBILITES:

Provide appropriate compassionate advice to callers using evidence based clinical decision tools to help callers make personal health decisions. Make cross referrals as indicated. Facilitate referrals and event registration through internal transfer mechanisms.

DUTIES AND RESPONSIBILITIES:

*Pediatrics experience REQUIRED*

* Utilizes nursing skill and along with approved protocols to provide telephone nurse triage and/or health advice to consumers with clinical questions or symptoms.

* Facilitates referrals for health services as appropriate via telephone and performs all components of call processing

* Ensures performance standards are met and accepts constructive feedback

* Speaks with a pleasant, professional phone voice and provides superior customer service to create an exceptional patient experience.

* Documents caller information and outcomes in a relational database system in accurately and as prescribed by current standards and policies

* Maintains confidentiality, HIPAA and PHI compliance

* Communicates appropriately and clearly with departmental management, co-workers and callers and exhibits willingness to master new work routines and methods

* Practices and adheres to HCA's "Code of Conduct" and "Mission and Value Statement"

* Provides homecare, advice and/or education to callers that respects the cultural, spiritual, intellectual/educational, and psychosocial differences of individuals and preserves caller's autonomy, dignity and rights.

* Maintains and contributes to a collaborative professional and ethical work environment.

* Actively participates in team meetings and engages in the processes of the contact center

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge:

* Demonstrates knowledge and understanding of organizational and departmental policies, procedures and systems

Skills:

* Communicates clearly and concisely both verbally and in writing

* Establishes and maintains long-term customer relationships, building trust and respect

Abilities:

* Demonstrates good judgment in handling situations not covered by written or verbal instructions

* Able to work effectively with internal and external customers

* Able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately

* Able to handle multiple priorities and manage stress appropriately

Education/Experience:

Associate Degree or Bachelor's Degree required

1 - 3 years nursing experience required

3 - 5 years nursing experience preferred

RN licensure in state of residence required, others may be required based on business need.