Triage Manager Jobs (NOW HIRING)

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission- To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision- Every patient deserves access to quality healthcare. Our Values- The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other. Why You Should Want to Work with Us- Health, Dental, Vision, Disability & Life Insurance, and much more- 401K Retirement Plan (with company match)- Tuition, Professional License and Certification Reimbursement- Paid Time Off, Holidays and Volunteer Time Paid- Established in 11 states- Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

The Clinical Triage Nurse, RN assists with triage of inbound sick calls from Medical Group patients. The primary responsibility will be to assess patient symptoms, provide appropriate medical advice, determine the level of care required and coordinate care with a care team. The Clinical Triage Nurse, RN also reviews clinical test results, utilizing clinical judgement to summarize results to assist providers in their review process. This position requires strong clinical knowledge, excellent communication skills, and the ability to work remotely, providing critical healthcare guidance to patients in need.

Essential Duties and Responsibilities 

• Prioritizes and responds promptly to each inbound phone call and voicemail received
• Adheres to daily availability expectations based on schedule
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Practices appropriate judgement when classifying whether the inbound interaction requires clinical triage or transfer to another care team member. Utilizes appropriate process when conducting necessary transfers
• Conducts thorough assessments of patients' symptoms and medical history over the phone. Utilizes appropriate probing questions and EMR to gather information
• Uses evidence-based guidelines to make informed decisions about the urgency of patient conditions. Assigns the appropriate triage priority based on available information
• Utilizes correct judgement to identify when crisis intervention is required. Adheres to outlined protocols for connecting the patient to emergency services
• Educates patients, caregivers, and others on health maintenance, disease prevention, self-care, medications, and necessary follow-up steps per protocol
• Performs outbound phone calls to communicate providers orders on behalf of the provider
• Collaborates with the care team to ensure patient needs are met and follow-ups are appropriately completed
• Communicates effectively with patients and their families, addressing their concerns and providing emotional support

Test Results:

• Prioritizes and responds promptly to each inbound result received
• Practices appropriate judgement when classifying the urgency of a result and appropriate clinical information to convey to the provider
• Analyzes results data, identifying needs, patterns, and variances, and communicating findings to the provider
• Performs data entry for patient results and quality metrics per defined protocol
• Maintains clear and compassionate written and verbal communication with care team members
• Adheres to all company-established policies and procedures
• Meets required quality standards and productivity expectations
• Appropriately identifies, acknowledges, escalates, and/pr addresses patient complaints, grievances, and concerns promptly and effectively
• Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes
• Participates in projects and quality improvement initiatives as assigned
• Additional duties as assigned by the Clinical Triage Manager and/or Director as related to clinical performance and outcomes

Required Knowledge, Skills and Experience

• Graduate of approved or accredited nursing education program as a Registered Nurse
• Current valid RN license. Must be able to obtain and maintain RN license within all service states within 6 months from hire
• Satisfactory completion of required nursing continued education requirements
• Ability to react decisively and quickly in urgent and emergent situations
• Strong comprehension of medical terminology and pharmaceuticals
• Demonstrated experience with multi-tasking
• Strong communication skills (written & spoken)
• Demonstrated proficiency in using electronic health records (HER) system
• Ability to communicate effectively with providers, patient care teams, patients, patients' family members and facility staff
• Ability to work remotely and independently
• Knowledge of basic principles, practices, and techniques in primary healthcare
• Strong organizational skills and attention to detail
• Conflict resolution skills

Preferred Knowledge, Skills and Experience

• Familiarity with Medicare and Medicaid insurances and programs
• 2+ years of experience as an RN
• Contact center experience
• Nurse triage experience
• Experience in Aprima (EHR)
• Multistate License (MSL)