TELEPHONE TRIAGE REGISTERED NURSE

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community. Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

The Telephone Triage Registered Nurse serves as a primary clinical point of contact for patients, managing inbound calls and patient messages related to medical concerns. This role involves assessing symptoms, addressing chronic disease management needs, and providing evidence-based guidance using standardized triage protocols and critical thinking skills. The nurse evaluates the urgency of each situation and directs patients to the appropriate level of care, ensuring timely and effective medical support.

Manages incoming calls and conducts telephonic or virtual health assessments to evaluate a patient’s symptoms and medical history determining the severity and urgency of their condition. Uses established, evidence-based guidelines, protocols and clinical judgment to provide appropriate medical advice and make decisions on next steps for a patient’s care. Provide appropriate patients dispositions to emergency/higher level of care or clinic provider appointments. Identifies and responds effectively to critical and emergency situations, escalating high-risk cases to clinical leadership or emergency services as appropriate. Obtains appropriate input and direction from provider as needed to determine best clinical course of action and recommendations for specific patient health care needs. Document symptoms, complaints, nursing assessments, advice provided, and patient or caller responses accurately and thoroughly. Adhere to established policies, procedures, and protocols to ensure consistency, departmental effectiveness, and improved patient health outcomes and access to appropriate care. Offers clear and concise medical education and self-care instructions for managing minor ailments or chronic conditions, and provides guidance on medications and follow-up care. Collaborates with providers and other members of the health care team to schedule appointments, coordinate referrals, manage prescription refills and close gaps in care. Provides RN coverage for nursing services as per the Title 22 CC Section 75028 Protects patients by adhering to infection control policies and protocols. Maintains accurate, timely and thorough documentation of all patient interactions, assessments and recommendations in the electronic health record. Maintains patient privacy and protects operations by complying fully with HIPAA regulations. Maintains a cooperative relationship among health care teams by communicating information, responding to requests, building rapport, participating in team problem-solving methods. Ensures that services are provided in a manner that is appropriate to patient needs and in full compliance with established medical protocols and legal and programmatic requirements. Assists with additional clinical duties as needed or assigned, such as managing clinical Inbox messages. Participate in staff meetings, and attend other meetings and training events as assigned. May be required to perform other related duties, responsibilities, and special projects as assigned.