RN, Ambulatory Triage - Digestive Health Institute

Position Summary Triage Nurse, Outpatient– Digestive Health Institute JOB DESCRIPTION ORLANDO HEALTH DIGESTIVE HEALTH INSTITUTE Orlando Health Digestive Health Institute is an international destination for care, offering comprehensive and coordinated services to evaluate, diagnose and treat a wide range of conditions affecting the digestive tract and gastrointestinal organs. The institute has distinguished itself worldwide in offering many diagnostic and treatment options, including artificial intelligence (AI) capabilities that improve diagnosis, treatment and outcomes. The institute brings internationally recognized digestive disease care to a new state-of-the-art facility in downtown Orlando as well as several satellite sites conveniently located within the Orlando Health system. Orlando Health Digestive Health Institute is part of the Orlando Health system of care, which includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, our 27,000+ team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. Orlando Health Digestive Health Institute is seeking a full-time remote Triage RN. Normal work hours are Monday – Friday. No nights, No Holidays. Digestive Health Institute is a fast-paced, growing specialty that is a great place to work. You'll interact with a collaborative group of team members and providers. Our Triage Nurses are vital team members who provide valuable care and customer service to our Digestive Health patients. You will be responsible for managing calls and EHR messages from patients, providers, medical facilities, and healthcare agencies to assist with acute concerns, medication questions, post-visit questions, and other care concerns and coordination that warrant timely triage by a nurse. This position includes a flexible work arrangement of work from home after working onsite for a designated period. You will have support and encouragement from a dynamic team focused on helping you to be successful. Responsibilities What you will do Triages and provides thorough and sound assessments of incoming urgent and non-emergent patient calls with acute symptoms, acting as an extension of the provider. Serves as a clinical resource by precepting new hires. Communicates and coordinates with the specialty and/or providers, or those they designate, on patient care as needed. Provides guidance and instruction on acute intervention of stable and unstable patients over the phone using the nursing process. Develops, coordinates the implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols. Documents all call inquiries according to Orlando Health policies and procedures. Demonstrates the knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate care. Navigates a fast-paced environment utilizing interpersonal skills to maximize caller reassurance. Demonstrates proficiency in multiple technology programs used by Orlando Health. Demonstrates interpersonal and communication skills with office staff, nurses, providers, contact center team, and leaders. Demonstrates proficiency in recognizing a change in patient status and the need to escalate care. Coordinates with provider or nurse leader as needed. Assists with scheduling patients in same day or next day appointment spots when indicated by disposition and level of care. Adheres to the standards required in the role regarding break times, phone time, and weekend and holiday requirements. Provides patient services with the ultimate goal of providing the highest level of quality care and customer service. Refills prescriptions following Orlando Health policy and provider requirements. Communicates the plan of care clearly to the patient and ensures the patient fully understands prior to ending the call. Enrolls or updates patient MyChart information, if needed, for each call. Serves as a patient advocate while using available resources to help formulate ethical decisions for positive patient outcomes. Acts as a professional role model for orientees while being flexible to meet the needs of the training schedule. Works independently and efficiently with minimal supervision. Performs other administrative tasks as assigned. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards. Maintains compliance with all Orlando Health policies and procedures. Utilizes appropriate support, expert resources, or personnel to resolve complex or difficult situations. Demonstrates excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines. Effectively handles stressful situations professionally and calmly with exceptional customer service skills. Demonstrates strong patient service skills including, but not limited to, listening, understanding, and responding in a calm and easy to understand manner. Attends required meetings and contributes on committees and projects as requested. Participates in professional development activities and maintains professional license(s) and affiliation(s). Qualifications Qualifications Graduate of an approved school of nursing. BSN preferred. Three (3) years of clinical experience in the area of specialty. Previous experience working with EPIC EMR required. Maintains current RN license in the State of Florida. Maintains current BLS certifications.

What you will do Triages and provides thorough and sound assessments of incoming urgent and non-emergent patient calls with acute symptoms, acting as an extension of the provider. Serves as a clinical resource by precepting new hires. Communicates and coordinates with the specialty and/or providers, or those they designate, on patient care as needed. Provides guidance and instruction on acute intervention of stable and unstable patients over the phone using the nursing process. Develops, coordinates the implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols. Documents all call inquiries according to Orlando Health policies and procedures. Demonstrates the knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate care. Navigates a fast-paced environment utilizing interpersonal skills to maximize caller reassurance. Demonstrates proficiency in multiple technology programs used by Orlando Health. Demonstrates interpersonal and communication skills with office staff, nurses, providers, contact center team, and leaders. Demonstrates proficiency in recognizing a change in patient status and the need to escalate care. Coordinates with provider or nurse leader as needed. Assists with scheduling patients in same day or next day appointment spots when indicated by disposition and level of care. Adheres to the standards required in the role regarding break times, phone time, and weekend and holiday requirements. Provides patient services with the ultimate goal of providing the highest level of quality care and customer service. Refills prescriptions following Orlando Health policy and provider requirements. Communicates the plan of care clearly to the patient and ensures the patient fully understands prior to ending the call. Enrolls or updates patient MyChart information, if needed, for each call. Serves as a patient advocate while using available resources to help formulate ethical decisions for positive patient outcomes. Acts as a professional role model for orientees while being flexible to meet the needs of the training schedule. Works independently and efficiently with minimal supervision. Performs other administrative tasks as assigned. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards. Maintains compliance with all Orlando Health policies and procedures. Utilizes appropriate support, expert resources, or personnel to resolve complex or difficult situations. Demonstrates excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines. Effectively handles stressful situations professionally and calmly with exceptional customer service skills. Demonstrates strong patient service skills including, but not limited to, listening, understanding, and responding in a calm and easy to understand manner. Attends required meetings and contributes on committees and projects as requested. Participates in professional development activities and maintains professional license(s) and affiliation(s).

Qualifications Graduate of an approved school of nursing. BSN preferred. Three (3) years of clinical experience in the area of specialty. Previous experience working with EPIC EMR required. Maintains current RN license in the State of Florida. Maintains current BLS certifications.