25 days old

Telephone Triage Nurse - Kids Health on Call-Alfred I duPont Hospital

Wilmington, DE 19801
  • Job Code
The posting for this position MUST specify this position is intended to serve the remote triage needs of both primary care practices during the day and the needs of the Kids Health on Call after hours triage unit.

I. Primary Function - Briefly describe why this job exists (No more than 1-2 paragraphs).

To provide primary care patients telephone access to a highly skilled and trained registered nurse who accurately answers their questions and addresses their medical concerns during hours when the primary care offices are closed. To provide first line response to patient questions and concerns with escalation to the primary care on-call physician when necessary. To insure continuity of care, communicates the patient's condition and plan of care to other health team members.

II. Essential Functions - These responsibilities are of utmost importance and the department can't function without them. No more than 8 to 10.

  • Accurately assesses each patient's condition by actively listening to callers and asking probative questions. Identifies emergent situations and effectively transfers life threatening calls to appropriate agencies per protocol.
  • Provides appropriate and courteous telephone advice including plan of care and patient education to callers according to approved protocols.
  • Appropriately and accurately documents initial and ongoing telephone conversations with documentation being completed immediately after the call ends.
  • Places outbound follow up calls to caregivers as needed.
  • Accurately communicates information to physician on call as needed either over the telephone or by routing the necessary information to the physician through EPIC.
  • Works autonomously while adhering to organizational standards and core values.
  • Attends and participates in staff meetings and required departmental meetings.
  • Meets the needs of the department by flexing hours as needed based on seasonal changes and call volume. This may include morning, evening, weekend, and midnight shifts.
  • Meets unit expectations for call volumes, call duration and customer service expectations.
  • Appropriately utilizes and maintains Nemours supplied equipment; ability to troubleshoot technology issues to ensure uninterrupted service to patients.
  • III. Non-Essential Functions - List all other functions that are required to perform the job. These are not the same as essential functions of the job. No more than 5-7.

  • Assists in precepting and orienting new hires to the unit.
  • Contributes to professional growth of self and peers by sharing knowledge formally and informally.
  • Participates in unit and hospital educational programs, committees and/or professional organizations.
  • Completes Nemours Mandatory Computer Based Learning Modules and required departmental training.
  • Embraces and consistently demonstrates Nemours Core Values and Standards of Behavior. Creates and supports an environment of teamwork, respect, cooperation, accountability, trust and integrity.
  • IV. Performance Skills - List the skills that are required to perform the essential functions of the job. No more than 5-7.

  • Works effectively as part of a team; able to remain connected to team from remote locations.
  • Displays a positive attitude and courteous professional demeanor.
  • Listens attentively and respond promptly to customers and providers.
  • Possesses excellent communication and documentation skills.
  • Able to multitask and set priorities; demonstrates effective time management skills.
  • Makes appropriate decisions within scope of position utilizing evidence based protocols
  • V. Knowledge, Formal Education, and Training

    Indicate the minimum amount of formal education, training, and acquired knowledge that is required for the job. Include training and/or education provided through colleges, universities, trade or vocational schools, military service, or formal on-the-job training programs. Be sure to consider the educational/training/knowledge level required by the job - not the level that the incumbent may have.

    Basic (0 to 3 months beyond high school)

    Limited (3 months to 1 year beyond high school)

    Specialized (1 year of training beyond high school)

    Associate (2 years of training beyond high school; e.g., Associate's degree)

    Baccalaureate (up to 3-4 years of formal training/education beyond high school; e.g. Bachelor's Degree)

    Advanced (5 to 6 years of formal training/education beyond high school; e.g., Master's Degree)

    Post Graduate (6+ years of formal training/education beyond high school; e.g., Ph.D., M.D., J.D.)

    Additional Licensing/Educational Requirements:

    • Upon hire the KHOC nurse must have an active unrestricted DE license to start. An active PA Registered Nurse Licenses must be obtained within 90 days of hire date. The KHOC associate must not work autonomously until all licensure is obtained and verified, but can shadow, and train with a KHOC preceptor, but cannot provide medical advice for states the associates have not obtained licenses for.
    • Current plan for obtaining a Bachelor of Science in Nursing degree if not already achieved

    VI. Job Related Experience and On-The-Job Training

    Indicate the level that best describes how long it would typically take an individual to learn and perform the duties and responsibilities of this job. The amount of time required includes both prior work experience and the amount of "on-the-job" training time to learn the specific job responsibilities within this organization.

    Less than 3 months.

    More than 3 months and up to 6 months.

    More than 6 months and up to 1 year.

    More than 1 year and up to 3 years.

    More than 3 years and up to 5 years.

    More than 5 years

    VII. Complexity

    Describe the complexity of the job tasks. Consider the nature of the job tasks & outcomes, existence of policy or protocol, analytical ability required, opportunity for independent judgment, diversification of tasks, extent of multi-tasking, requirement to prioritize, etc.

    Routine - Work consists of a few repetitive tasks. Little to no independent judgment is required.

    Multi-tasked - Requires selection and application of several clearly prescribed policies/procedures. Limited opportunity for independent judgment.

    Substantial - Substantially complex and diversified. May require data interpretation as well as application of most effective options. May require analytical skills. The management of multiple priorities is frequently required.

    Multi-faceted - Work is broad in scope, non-standardized, requiring independent judgment and action as a routine. Multiple priorities are the norm. Responsible for addressing complex problems/challenges. Policy, procedure, and precedent frequently created at this level.

    Highly Analytic or Specialized - Work is broad and far-reaching in its effects. Policy, procedure, and precedent are routinely created and approved at this level. Independent judgment is the routine nature of this job. Requires highly specialized skills and/or knowledge. Sets direction and priorities.

    VIII. External Contacts

    Check the extent to which the normal duties of the job require dealing with individuals outside of the organization, including the public, patient families, insurance companies, vendors, consultants, etc. Regular external contact is defined as contact that is required by the job and occurs on a regular basis

    Patient contact only - infrequent or incidental other external contacts.

    Regular external contacts for the purposes of providing and/or receiving routine information.

    Regular external contact to research and resolve moderately complex complaints, questions, or problems.

    Regular external contact to research and resolve complex service or quality issues. Regular external contact to influence others, obtain approval, and/or cultivate relationships.

    Regular external contact to influence others, obtain approval, or cultivate relationships with individuals or groups of major importance to the organization. Individual has primary responsibility for relationship.

    IX. Impact of Decisions/Errors

    Consider the importance and scope of decisions made as part of the normal job responsibilities of this position. Check only those consequences that are likely to occur , not the remote possibilities.

    No impact on patients, finances, and organization. Errors are easily detected.

    Minimal impact - minor inconvenience and/or discomfort. Financial impact usually less than $100.

    Limited impact - some consequence, discomfort, or minor injury. Treatment delays, extended stays, or comparable adverse effects are likely. Financial impact would be less than $1,000.

    Significant impact - Inadequate care or service would result in an extreme inconvenience or administrative problem or a moderate injury impacting recovery time. Financial impact would be less than $10,000.

    Serious impact - Inadequate care could result in serious injury or death. Decisions made at this level can affect the entire organization. Financial impact could be in thousands of dollars.

    X. Persuasion, Direction and/or Motivation of Others

    Consider the extent to which the job requires the ability to persuade, direct, or motivate others to take the desired action. Do not include patient contact.

    Infrequent contact with others.

    1 to 10% of time (1/2 hour up to 4 hours/week).

    11 to 20% of time (more than 4 hours and up to 8 hours/week).

    21 to 40% of time (more than 8 hours and up to 16 hours/week).

    Over 40% of time (more than 16 hours/week).

    XI. Planning

    Consider the amount of time typically spent over the course of one week planning for future events (more than 1 week away). Do not include planning own work or scheduling patients or appointments.

    Less than 10% (less than 4 hours/week).

    Less than 25% (less than 10 hours, more than 4 hours/week)

    Over 25% (more than 10 hours/week)

    XII. Computer Knowledge and Skills

    Check the box that indicates which computer skills/knowledge are required for this position and indicate what level of usage is required:

    Word Processing Basic Standard Advanced

    Databases/Software (cisco) Basic Standard Advanced

    Desktop Publishing Basic Standard Advanced N/A

    Spreadsheets Basic Standard Advanced

    Statistical Packages (qliksense) Basic Standard Advanced

    Patient Scheduling Basic Standard Advanced

    EPIC Basic Standard Advanced

    XIII. Dealing with Confidential Material (Non-Patient)

    Check only those boxes that apply:

    Yes Job does not have access to or use confidential information.

    Yes Job has access to and routinely uses confidential information such as pay rates,

    data, or financial arrangements with customers/stakeholders.

    Yes Job has access to and uses confidential materials such as contracts, marketing

    strategies, and/or legal matters affecting the entire organization, etc.

    Yes Job has access to and uses confidential materials, the disclosure of which could have

    significant ramifications for the organization as a whole. Information is restricted to members of senior management.

    XIV. Supervision and Direction of Others

    Check the appropriate box indicating whether or not this individual has supervision responsibilities. If yes, please explain the type of responsibility (i.e., lead worker, manager) and number of people supervised.

    None. No supervisory responsibilities.

    Lead Worker. Serves as resource for other employees

    First Level Supervisor. Functions as a representative of management for a unit or sub-unit. May conduct or contribute to performance appraisals, assign employees, schedule time off, or determine work to be done. May not budget, hire, terminate, or discipline, but can make recommendations in these areas.

    Supervisor, Level II. Functions as a management representative for a work unit or sub-unit. Performs all duties listed above for Supervisor 1 and has budget responsibility and authority to hire, terminate, discipline, promote, and transfer. May make recommendations for changes in departmental policies/procedures.

    Supervisor, Level III. Functions as a management representative for two or more recognized units or subunits of the organization. Performs all duties listed above for Supervisor II. May supervise subordinate supervisors and is held accountable for performance of unit(s) supervised.

    XV. Number of Employees Supervised

    Identify the number of employees supervised. Include all employees who are directly and indirectly supervised. If

    multiple incumbents supervise different numbers of people, use the average in the position.







    XVI. Physical Abilities or Environment

    Briefly indicate any physical demands, exposures or environmental conditions this incumbent may be exposed to. If none, write NONE.

    A. Physical Demands: Feeling- perceiving attributes of an object such as size, shape, temperature or texture by touching with skin Hearing - normal conversation, high and low frequency such as patient breathing pattern, General vision, Speech - tone, clarity and projection is understood by others

    B. Exposures: general office supplies

    C. Environmental Conditions: work indoors, seated work environment; wears headset

    D. OSHA Classification: NONE

    E. HIPAA Level:

    Conflict of Interest covered individual: No

    XVII. Organizational Relationships:

    Briefly indicate this individual's organizational relationships. If none, write NONE.

    Reports to:

    KHOC Nurse Manger

    Collaborates/Coordinates with:

    Primary Care Providers and Office Staff, DE & PA

    Posted: 2021-12-26 Expires: 2022-01-24
    Sponsored by:
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    Sponsored by:
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    Telephone Triage Nurse - Kids Health on Call-Alfred I duPont Hospital

    Wilmington, DE 19801

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