The RN TeleNurse is responsible for triaging incoming patient calls. Promotes and demonstrates leadership within the department. Promotes the philosophy of wellness; serves as a resource person, educator, and patient advocate. Job Relationships • Reports to the TeleNurse Supervisor/Manager Principal Responsibilities • Apply all phases of the Nursing Process, i.e., assessment, planning, implementation and evaluation when triaging patients. • Demonstrate effective verbal communication: communicate phone advice in a calm manner so that it is properly received and understood. • Identify life threatening emergencies; recommend appropriate interventions, including facilitation of ambulance transportation. • Demonstrate knowledge of disease processes and pathophysiology to accurately conduct an initial assessment and triage patients via telephone dialogue. • Perform data entry at the time of the call and record all significant health history of the caller. • Prioritize tasks appropriately and manage time and resources effectively. • Prioritize, delegate, and manage the acuity of incoming patient calls and staff duties as assigned. • Refer problems and concerns which require physician intervention to the On Call Physician and/or primary care physician. Direct caller/patient to appropriate level of care including, but not limited to nearest ER, office visit, or self-care. • Schedule patient appointments in scheduling system according to established and approved guidelines. • Utilize medical resources to assist in formulating the patient's plan of care. • Counsel and teach patients and/or callers according to established guidelines of practice. • Document all calls according to established guidelines of practice. • Maintain statistical data as requested. • Work effectively with minimal supervision. • Maintain confidentiality of all interactions. • Maintain knowledge by attending appropriate educational programs, reading current journals and literature. • Attend all department meetings and mandatory Springfield Clinic in-services. • Perform other job duties as assigned. • Comply with the Springfield Clinic incident reporting policy and procedures. • Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. • Provide excellent customer service and adhere to SC Way customer service philosophy. • Perform other job duties as assigned. Education/Experience • RN, graduate of an accredited school of nursing with current Illinois RN licensure. • Minimum of three years of clinical experience in acute ambulatory or acute care setting. • Experience in ER, Home Health preferred. Licenses/Certificates • RN License. Knowledge, Skills and Abilities • Required to give one (1) month resignation notice. • Required to work every other weekend and 4-5 out of 9 Springfield Clinic recognized holidays per year. • Required to reside within a 100 mile radius of Springfield, IL • Basic typing skills at 40 wpm or greater. • Demonstrates intermediate computer skills and comfort with Windows operating systems. • Pleasant, clear telephone voice. • Excellent written, verbal, and interpersonal communication skills. • Practices independent nursing consistent with the Illinois Nurse Practice Act. Working Environment • Professional office environment which requires extended periods of sitting. • Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. • Potential to work from home. PHI/Privacy Level • HIPAA1