Triage VA (RN with ER Experience)

We are a primary care company that offers housecall services, specializing in geriatric care across Michigan. With a patient base of approximately 5,000 individuals, we provide the following services:: - Primary care & Palliative care - Podiatry - Wound Care - Social work/counseling and ​BHI - Chronic Care Management - Dietitian services We are currently in need of a Triage and Urgent Calls Staff that will be responsible for managing patient calls and inquiries during Eastern office hours. This role involves assessing urgency of calls, prioritizing emergencies, and providing initial support based on established protocols, and ensuring that critical issues are directed to appropriate resources. The ideal candidate will have excellent communication and problem-solving skills, the ability to work independently, and the ability to make critical decisions in high-pressure situations. A Registered Nurse with an experience in ER or Urgent Care is prefferred but not required. Key Responsibilities: Phone Triage: Answer incoming calls from patients or clients after normal business hours, providing friendly and professional assistance. Assess the urgency of each situation and prioritize based on severity. Provide advice or information to callers following established triage protocols. Ensure that urgent issues are promptly directed to the appropriate on-call professionals or departments. Urgent Call Response: Handle urgent calls, escalating them to the appropriate medical staff or response teams as needed. Document critical information regarding emergencies, including patient details, nature of the issue, and actions taken. Ensure that follow-up actions are communicated clearly to relevant teams for ongoing care. Customer Service and Support: Provide clear, empathetic communication with patients, answering questions and addressing concerns. Assist with general inquiries, and offering solutions to non-urgent issues. Ensure callers feel heard, respected, and supported, even when their concerns cannot be immediately resolved. Documentation and Reporting: Accurately document all interactions, including patient concerns, actions taken, and follow-up requirements. Ensure that all information is logged in the company’s systems for future reference and continuity of care. Prepare reports of after-hours activities and escalate any unresolved or complex issues to the appropriate team for resolution. Collaboration with On-Call Teams: Work closely with on-call healthcare providers or support staff to ensure seamless care after hours. Ensure that critical information is transferred effectively to on-call staff to avoid delays or miscommunication. Other Duties as Assigned: Perform other administrative duties or tasks related to after-hours operations as required. Maintain knowledge of company policies and procedures, ensuring compliance during all phone interactions.