Job Description

Telephone Triage Nurse - Cancer Center

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Telephone Triage Nurse, a caregiver in this role will provide specialized clinical guidance to patients contacting the cancer center's dedicated phone line. This position focuses exclusively on supporting patients with cancer, helping address treatment-related concerns, assess symptoms and determine appropriate next steps in care. The nurse will use clinical judgment to provide patient-centered guidance, identify when additional evaluation is needed and coordinate care with the oncology team. As part of a new initiative within the cancer center, this role offers an opportunity to help develop and support a specialized telephone triage service tailored to the needs of patients undergoing cancer care.

A caregiver in this position will:

• Serves as the primary point of contact for telephone patients with a variety of health or illness questions.
• Collects subjective data related to the presenting problem and medical history.
• Utilizes critical thinking and problem-solving skills to recognize and match symptoms to protocol, assigning acuity (emergent, urgent, acute and non-acute) and ensuring safe, timely disposition of health-related calls.
• Offers home treatment advice as appropriate. Accesses patient information via EMR.
• Documents encounter and decision making in EMR in a concise and accurate manner, utilizing the patient's own words as appropriate.
• Accesses patient information via EMR. Educates patients utilizing principles of active listening.
• Communicates based on patients' level of understanding and comprehension.
• Recalls knowledge of the teaching principles of health care information to pediatric, adult and geriatric populations.
• Ensures that the caller comprehends health information and clinical advice to make informed healthcare decisions. Conveys to the caller in a 'telecharismatic' manner, that they are the #1 priority.
• Establishes an immediate therapeutic rapport with callers. Utilize H.E.A.R.T. principles, making every effort possible to resolve the problem.
• Listens, communicates and documents simultaneously and navigates computer programs to assess, process, educate and document all information professionally.
• Demonstrates knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions to promote favorable outcomes.
• Meets established quality standards, competencies, and educational training and requirements.

Minimum qualifications for the ideal future caregiver include:

• Graduate of an accredited school of professional nursing (Diploma, ADN, BSN)
• Current state licensure as a Registered Nurse (RN)
• Multi-State RN Compact state licensure is required within new hire period for RNs who provide care across multiple states
• Basic Life Support (BLS) certification through the American Heart Association (AHA)
• Any registered nurse or advanced practice nurse must obtain a cancer specific certification or demonstrate ongoing qualifying education within the time frame of the facilities accreditation cycle, if they work in medical oncology, radiation oncology, cancer center, or cancer clinic and/or administer chemotherapy within an accredited Cleveland Clinic Facility
• Three or more years of experience as an RN in a med/surg, primary care, pediatric, ED, critical care, intensive care or case management area
• Skilled at navigating EMR preferably EPIC, MS Word, and prior job experience with typing and computer usage
• Working knowledge of PC windows application sufficient to input and retrieve data
• Ability to demonstrate computer keyboard skills

Preferred qualifications for the ideal future caregiver include:

• Bachelor of science in nursing (BSN)
• 2 years of cancer experience
• Certification in a nursing specialty
• Telephone triage experience
• Expertise in crisis intervention, teaching/coaching, disease management and diagnostic monitoring

Physical Requirements:

• Ability to sit for long periods of time within a confined space.
• Requires full range of motion, manual and finger dexterity of eye hand coordination.
• Requires corrected vision and hearing to a normal range.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration:

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.

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