GNAL Triage Nurse SME

Cherokee Federal Solutions (CFS) is a part of Cherokee Federal – the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government’s mission with compassion and heart. To learn more about CFS, visit cherokee-federal.com. #CherokeeFederal #LI - remote #LI-IG1 Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Cherokee Nation Businesses, in partnership with Cherokee Federal Solutions, is seeking a qualified GNAL Triage Nurse/SME to support the Military Health System's Global Nurse Advice Line (GNAL). This role combines clinical nursing expertise with senior virtual call center administration, ensuring efficient, high-quality care for active-duty service members, families, and retirees. The position involves patient triage, care coordination, and workforce optimization, requiring a blend of clinical experience, operational analysis, and leadership in both nursing and virtual call center management.

Provide telephone-based triage, conduct thorough assessments, and offer self-care advice or referrals to clinics. Facilitate follow-ups with healthcare providers in Military Treatment Facilities (MTFs), urgent care centers, or other authorized Tricare facilities. Ensure beneficiaries promptly reach a nurse coordinating immediate access to healthcare services, including scheduling acute care appointments at MTFs or nearby urgent care facilities. Maintain accurate patient records, documenting all triage assessments, treatment plans, and follow-up instructions in compliance with HIPAA and other regulatory standards. Collaborate with care coordinators to schedule appointments for acute care and ensure timely access to appropriate resources, including MTFs, urgent care centers, or emergency rooms. Provide patients with information about treatment plans, medication adherence, and lifestyle modifications to ensure they understand their care instructions. Ensure patients receive proper follow-up care and ensure MTFs have access to encounter notes and audio recordings for review. Maintain professionalism and composure in high-stress situations, responding effectively to urgent medical concerns. Monitor patient outcomes and collaborate with the healthcare team to improve care delivery processes. Analyze and provide recommendations to improve GNAL call center operations, staffing models, and workforce efficiency to enhance service delivery and patient outcomes. Ensure adherence to DHA compliance, regulatory frameworks, and best practices for call center operations and triage protocols. Assess and optimize call center workflows, focusing on triage protocols, telehealth integration, and overall operational effectiveness to improve patient care experiences. Collaborate with DHA leadership and program stakeholders to develop and implement strategies for improving GNAL operations and service delivery. Develop and advise on recruitment, retention strategies, and incentive programs to ensure high-quality staff retention and motivation. Assess and improve the use of contact center technology, telemedicine platforms, and clinical software to enhance operational effectiveness and patient care. Analyze operational data, identify trends, and provide actionable insights to improve the performance and efficiency of GNAL services. Performs other job-related duties as assigned