- Job Type: Officer of Administration
- Regular/Temporary: Regular
- Hours Per Week: 35
- Standard Work Schedule: M-F, 9AM-5PM
- Building: 3 Columbus Circle New York, NY 10019
- Salary Range: $113,000 - $120,000
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Summary
The Clinical Triage Registered Nurse is responsible for triaging patients to the appropriate level of care with the appropriate level of urgency. The Clinical Triage RN follows workflows and utilizes resources to provide assessment, scheduling, clinical guidance, and other clinical services to patients via the contact center; the Clinical Triage RN will be expected to maintain a standard of performance that prioritizes safety, quality, and experience that coincides with the mission of the Clinical Triage work center within the Contact Center. The clinical triage work center is a critical component to the overall success of the contact center and its mission to navigate patients to the right care at the right time.
Responsibilities
Operations
- Provides telephonic triage services for patients contacting the Contact Center.
- Utilizes all appropriate clinical triage processes, protocols, and procedures to effectively navigate patients to the right site and time of care based on clinical needs.
- Understands the needs of patients and offers recommendations, education, or care advice to triage patients and schedule them with the appropriate level of care.
- Participates in care coordination for patients on an as-needed basis by working collaboratively with patients to best understand their needs and aiming to reduce readmissions, enhance chronic disease management, and manage any health risks for the patient where applicable.
- Assists patient in scheduling provider appointments and communicating with the provider as necessary.
- Ensures accurate and timely documentation in the EMR according to best practice guidelines.
- Participates in virtual monitoring, subsequent reporting, and escalation to support services while providing additional support to these functions to ensure patient needs are met.
- Performs all other duties as assigned within the scope of practice and/or training.
Strategy
- Manages work to KPIs, mission, values, and objectives of the overall Clinical Triage work center set by the Clinical Triage Manager.
- Develops and maintains a productive and collaborative relationship with departmental and clinical management and representatives.
People
- Promotes staff professionalism and performance with coaching, training, and feedback. Mentors staff in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of industry topics.
- Establishes a culture of continuous professional development. Encourages others to develop skills in areas that will be needed for the future. Arranges development opportunities that help others build new skills. Identifies and mitigates any roadblocks to performance, evaluates the effectiveness of development.
- Participates in training and onboarding activities along with any relevant or ongoing process improvement initiatives, professional development, peer development, peer reviews, and performs other assigned tasks as required.
Other administrative duties
- Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff.
- Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff has successfully completed all required trainings
Minimum Qualifications
- Bachelor of Science degree in Nursing (BSN).
- A minimum of 3 years of related experience. Clinical rotation experience associated with BSN degree programs will be applied toward related experience requirements.
- An equivalent combination of education and experience may be considered.
- BLS certified.
- Current and unrestricted New York State RN License.
- Ability to understand patient needs and efficiently guide them to the necessary level of care.
- Ability to work with clinical technology to fulfill process and workflow needs.
- Good understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility.
- The candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
- Demonstrated strong proficiency in problem assessment, and resolution, and collaborative problem-solving in complex, and interdisciplinary settings.
- Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
- Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.
- Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the contact center.
- The ability to set and meet deadlines, prioritize work and be able to work independently is required.
- Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
- Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
- Must be a motivated individual with a positive mindset and exceptional work ethic.
- Must successfully complete systems training requirements
Preferred Qualifications
- Experience in EMR systems (EPIC) is preferred.
- Bilingual (Spanish and English) is preferred.
- Experience in acute care, critical care, or emergency department work is preferred.
- Experience in clinical practice is required.
- Experience with telephone triage is preferred.
Other Requirements
Patient Facing Competencies
Minimum Proficiency Level
Accountability & Self-Management
Level 3 - Intermediate
Adaptability to Change & Learning Agility
Level 2 - Basic
Communication
Level 2 - Basic
Customer Service & Patient-Centered
Level 3 - Intermediate
Emotional Intelligence
Level 2 - Basic
Problem Solving & Decision Making
Level 3 - Intermediate
Productivity & Time Management
Level 3 - Intermediate
Teamwork & Collaboration
Level 2 - Basic
Quality, Patient & Workplace Safety
Level 3 - Intermediate
Leadership Competencies
Minimum Proficiency Level
Business Acumen & Vision Driver
Level 1 - Introductory
Performance Management
Level 2 - Basic
Innovation & Organizational Development
n/a
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.