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RN Telephone Triage
Job Title:RN Triage Screener
FT/PT/Per Diem:Part Time 24 hrs
Location:Lakewood Ranch, FL
Scheduled DaysSaturday and Sunday
Scheduled Hours8a-8p
Job Description:

Statement of Purpose:

Under physician’s orders, the RN Telephone Triage supports clinical services through the acceptance and screening of after-hours calls from patients/families and is responsible for monitoring the quality of patient care administered and supporting clinical staff during the weekend and evening hours. Ensures the appropriate flow and coordination of patient visits and serves as clinical resource.

Primary tasks, duties, and responsibilities:

1. Promotes and practices the Hospice mission and core values, and follows all policies and procedures of Tidewell Hospice.
2. Answers, screens and triages patient calls and provides an exceptional patient experience through clinical, educational and emotional support to patients/families after hours. Communicates with Field Triage RN and assigns patient visits as appropriate.
3. Serves as a clinical expert and management resource to the weekend/evening clinical teams.
4. Monitors and maintains on-call coverage, including staff/patient ratios to ensure timely response and high-quality care is being provided to patient/family needs after hours and weekends.
5. Ensures all patient documentation is complete, accurate and timely and ensures appropriate utilization of Allscripts EMR through ongoing chart audits.
6. Performs patient assessment, maximizes patient comfort and provides symptom relief to enhance the quality of life to the patient/family unit using specialized nursing and teaching skills related to palliative and end-of-life care.
7. Reviews and updates the Plan of Care, physician orders, MAR/Pharmacy profile and other records to ensure patient/family needs are met.
8. Provides accurate and timely documentation of patient services within electronic medical record to reflect the individualized plan of care and outcomes of interventions.
9. Collaborates and communicates effectively with the clinical team assigned to the patient in order to ensure continuity and quality of care.
10. Attends patient deaths, provides bereavement support to the patient caregiver/ family, as indicated and performs post mortem care.
11. Recognizes and maintains professional boundaries in relationships with patient/family/caregiver.
12. Demonstrates knowledge of and adheres to the Florida Nurse Practice Act, Standards of Practice of Hospice Nursing as well as legal, regulatory and CHAP requirements.
13. Remains awake and alert during entire shift; demonstrates responsibility in work attendance.

Secondary Responsibilities:

Every incidental duty connected with the RN Telephone Triage position cannot be specified in the job description and the colleague, at the discretion of the Clinical Director, may be required to perform duties that are not included in this job description.

Physical Requirements:

While performing the duties of this job, the colleague is required to sit for long periods of time. Manual dexterity and visual acuity necessary to type using a computer keyboard, visually read information off of a computer monitor and paper documents. Requires ability to orally communicate information over the telephone in person and hear responses. Ability to lift/carry up to 5 lbs.


1. Associates in Nursing required. Clear and unrestricted Florida Licensure as RN.
2. BSN or MSN degree preferred.
3. Minimum one year recent experience (within last 4 years) in an acute-care Hospital / In-patient environment providing direct patient care; 2 years previous experience as a Hospice Admission RN preferred.
4. CHPN certification is strongly encouraged within 3 years of employment.
5. An equivalent combination of professional experience and education may be considered as meeting the educational/professional requirements.

Knowledge, Skills and Abilities Required:

1. Possesses outstanding interpersonal communication skills needed to interact with all levels in the organization and with a wide range of referral sources.
2. Demonstration of excellent customer service skills.
3. Possess strong patient observation, assessment, clinical and documentation skills.
4. Requires ability to manage multiple priorities, work under pressure and to be detail oriented.
5. Self-starter, dependable, with excellent communication, collaboration and organizational skills.
6. Able to demonstrate an effective and working knowledge of computers, clinical information systems, software related to pharmaceutical information/ management and communications. Keyboarding 30-35 wpm.
7. Able to work flexible hours (evenings, weekends, and holidays) to meet identified organizational needs.
8. Able to respond effectively to meet the treatment needs of chronically, acutely and terminally ill clients and their caregivers.
9. Speak, write, read, and comprehend English. Bilingual (English/Spanish) a plus.
10. Possess a valid Florida driver’s license and current auto insurance.

Responsible to: Clinical Director, Crisis Care and Triage
Primary Responsibilities: