Wooster Heart Group Phone Triage RN

Job Title: BMS RN – Phone Triage Nurse
Department: Bloomington Medical Services
Reports to: Practice Manager
FLSA Status: Non-Exempt (Hourly)

Job Summary:

The Phone Triage Nurse serves as a critical clinical resource within Bloomington Medical Services, responsible for managing high-volume patient communications, performing clinical assessments via telephone, and coordinating timely, appropriate patient care. This role ensures safe, efficient patient access to providers through prioritization, education, and care coordination.

In addition to primary triage responsibilities, this position functions as a flexible clinical team member and may be deployed to support in-office clinical operations as needed. The RN is expected to maintain competencies consistent with other clinical staff and assist with direct patient care duties during staffing needs, call-offs, or high-volume periods.

Primary Duties/Responsibilities – Telephone Triage:

• Perform comprehensive patient assessments via telephone using clinical judgment and established protocols
• Determine urgency and appropriate level of care (emergent, urgent, routine)
• Provide clinical advice, education, and follow-up instructions to patients and caregivers
• Manage and respond to high-volume incoming calls, patient portal messages, and refill requests
• Coordinate care with providers, nurses, and ancillary departments to ensure timely patient management
• Document all patient interactions accurately in the EMR
• Communicate test results and provider recommendations to patients
• Identify and escalate high-risk or complex patient concerns appropriately
• Facilitate referrals, procedures, and follow-up appointments as indicated
• Monitor and track patient outcomes and follow up as needed

Secondary Duties/Responsibilities – Clinical Support (as needed):

• Support in-office clinical operations during staffing shortages or increased patient volume
• Room patients, obtain vital signs, and update medical histories
• Assist providers during examinations and procedures
• Administer medications, perform phlebotomy, and provide wound care
• Prepare patients for tests and procedures
• Reinforce patient education and discharge instructions
• Maintain exam room readiness and ensure proper sterilization of equipment

Administrative/Operational Responsibilities:

• Maintain confidentiality of all patient information in accordance with HIPAA
• Assist with scheduling, referrals, pre-authorizations, and care coordination tasks
• Monitor and respond to patient portal communications
• Collaborate with clinical, clerical, and provider teams to support efficient workflows
• Participate in quality improvement initiatives and workflow optimization efforts

Education and Experience:

• Current Registered Nurse (RN) License required
• Clinical nursing experience, with triage experience preferred
• Proficiency with EMR systems (e.g., Meditech Expanse preferred)
• Strong clinical judgment, communication, and organizational skills
• Ability to work in a fast-paced, high-volume environment and adapt to changing priorities

Key Expectations:

• Demonstrates flexibility to support both triage and direct patient care functions
• Maintains competency across all core clinical skills required within the practice
• Acts as a collaborative team member contributing to patient safety, access, and overall operational efficiency