St. Luke's University Health Network - Allentown, PA
posted 19 days ago
Full-time
Remote - Allentown, PA
Hospitals
About the position
The Clinical Triage Specialist (CTS) (RN) - Access Center at St. Luke's is responsible for delivering exceptional patient experiences and providing clinical support to team members. This role involves using nursing judgment to assess and triage patient calls, ensuring appropriate care and self-care advice is provided. The CTS-RN serves as a clinical resource, managing escalated patient issues and coordinating services to enhance patient care.
Responsibilities
- Answers telephones and prioritizes clinical triage calls following clinical protocols.
- Verifies patient demographic information and updates it in the electronic health record.
- Serves as an escalation point for clinical patient issues and provides clinical advice based on protocols.
- Manages escalated electronic patient messages and prioritizes patient needs using clinical judgment.
- Creates a positive patient experience by resolving issues during phone calls.
- Meets productivity, schedule adherence, and quality standards set by the Access Center.
- Utilizes resources and guidelines to assess, advise, schedule appointments, or refer calls as necessary.
- Documents symptoms, nursing assessments, advice provided, and patient responses accurately.
- Partners with other Access Center teams and clinical teams to assist with clinical concerns and scheduling.
Requirements
- Graduate of an accredited nursing program.
- Active Registered Nurse licensure in Pennsylvania and New Jersey or other nursing compact states.
- Minimum 2 years of recent clinical experience in a physician office, home health, critical care, or emergency room.
- Strong communication skills.
- Focused on compliance and quality-driven service.
- Demonstrates continuous growth and excels at time management.
- Strong problem-solving skills.
Nice-to-haves
- Ability to work from home in accordance with the Network Work from Home Policy.
