Job: Call Center Triage Nurse

Jobing Description

General Overview
The principal responsibility for the triage nurse at the Mass General Hematology-Oncology Practice is to provide improved patient care with a primary focus on many of the increasingly complex care issues of the oncology patient at home and the timely triage of clinical issues to advanced practice clinicians and MDs working in the outpatient clinic setting.

The primary focus of the nurse will be the support of the oncology patients in the Cancer Center by joining the Call Center to assist in first responder responsibilities and clinical triage for incoming phone calls as appropriate based on clinical information and expert knowledge.

The nurse will practice according to ANA and ONS standards of care.

REPORTING:
The triage nurse reports directly to the MGH Cancer Center Nursing Director.
Responsibilities
Serves as clinical liaison for Call Center staff in order to ensure quality, rapid access and triage of center patients.

Assist in triage of medical urgencies/emergencies to NP/PA or MD (e.g. urgent medical problems)
Coordinates (with assistance from NP/PA/MD) VNA, Hospice, home infusion, laboratory services and monitoring.

COMMUNICATION AND DOCUMENTATION
Provides ongoing patient management via telephone
Attends and participates in team meetings
Documents relevant patient information and current plan in LMR Record where appropriate
Collaborates with NP/PA/MD in the care of critically ill patients
Skills/Abilities/Competencies
INTERPERSONAL SKILLS
Excellent communication skills when working with peers and patients
Prioritizes promptly to respond to competing demands with complex patient population
Assist in maintaining an environment for safe and comfortable patient care
Maintains steady communication with other members of healthcare team
Shows flexibility and compassion when dealing with a variety of patients/families in stressful situations
Visualizes and anticipates new problems and offers creative solution and problem solving process

PROFESSIONAL NURSING ACTIVITIES AND CONT EDUCATION
Maintains CEUs and attends pertinent educational offerings to maintain a high level of clinical expertise
Attends appropriate rounds and team meetings
Participates in Cancer Center Nursing Committees such as the Patient Education Committee and the Oncology Nursing Practice Committee
Qualifications
Current MA licensure as a registered nurse
OCN Certification desirable
Experience in ambulatory nursing preferred
Knowledge and experience in medical oncology nursing