Telephone triage is a systematic process designed to screen the patient’s symptoms for urgency and to guide the patient to the appropriate level of care in the appropriate time frame based on verbal telephone interview, i.e., listening to and talking with the patient or patient surrogate. Telephone assessments require the nurse to be experienced in oncology nursing with an expert knowledge base of the usual disease states or conditions and treatment regimens. The nurse must possess excellent communication skills that will allow quick establishment of rapport and completion of an accurate patient assessment that is limited to the verbal telephone encounter.
In addition to excellent oncology clinical, symptom management, and triage skills, the Lead Symptom Management Triage Nurse must also
Essential Job Duties:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Assessment of the situation: Initiate the triage process through a guided, systematic telephone interview. Query the patient with clarifying questions that further explore and investigate symptoms or concerns to better elucidate the problem. Prioritize the patient issue, classifying as a non-urgent, urgent, or emergent priority.
- Nursing Diagnosis and Planning: Formulate a nursing diagnosis based on information obtained from the patient interview and review of patient’s medical record as indicated. Utilize effective decision-making and problem solving based on sound nursing judgment. Select applicable guidelines and apply them appropriately to the patient situation. Utilize evidence-based resources and protocols for recommendations for symptom management. Communicate and collaborate with physicians, nurse practitioners, and other healthcare team members for recommendations, medical orders, or further direction in the management of the patient issue(s).
- Implementation/Intervention: Provide teaching, counseling, and resource coordination as indicated. Determine appropriate consultation with physician, nurse practitioner, resource nurse, or healthcare team members. Determine transfer or disposition of care based on priority assessment. Facilitate follow-up care. Evaluation to include: Communicate patient issues or concerns to the physician, nurse practitioner and other team members as indicated. Analyze patient outcomes and problem-resolution associated with intervention(s). Document the interaction thoroughly in the medical record and on the triage tracking sheet. Modify plan as needed
- Leadership: Develops and modifies symptom management protocols and nursing interventions using current evidence-based guidelines. Mentors triage nurses in the development of triage and symptom management skills. Determines acceptable standard format for comprehensive documentation of triage encounter in medical record. Continuously evaluates and modifies symptom management triage processes for continual process improvement.
- Clinical assessment: Accurately utilizes the nursing process in a systematic approach in the telephone triage of patient concerns and symptoms. Prioritizes patient issues taking appropriate action based on this priority assessment. Utilizes the information documented in the patients EMR to enhance data collection and patient-specific information. Implements protocols and nursing interventions as needed for patient symptom management; Collaborates and communicates with physician or nurse practitioner for medical interventions as indicated, and coordinates recommended plan with patient or patient surrogate. Documents comprehensive components of the Telephone Triage Encounter in the appropriate section of the patients EMR using standard format for data and information entry e.g. SOAP note, Nursing Process, or other. Evaluates patient’s response to recommended interventions, modifies plan if indicated, and coordinates appropriate follow-up in a timely manner.
- Associate Degree in Nursing
- Minimum of 4 years’ oncology nursing experience preferably in both the inpatient and ambulatory areas.
- Demonstrates progressive leadership skills within the hospital or ambulatory setting.
- Expert knowledge base of the usual disease states or conditions and treatment regimens
- Excellent communication skills
- Strong leadership qualities, organizational skills, effective communication abilities, initiative, and professional development.
- Oncology Nursing Society chemotherapy/biotherapy provider card with renewal every 24 months.
Working Conditions, Equipment, Physical Demands:
There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.
Physical Demands – Light
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.
The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.