Responsibilities
- Determine and communicate each ICC locations’ daily status (open to walk in or volume control) by updating the Epic message log and sign into each ICC location assigned to him/her for that shift.
- Introduce oneself, identify patient, establish positive first impression with patient and provide customer service excellence according to NM standards.
- Maintain patient privacy/confidentiality during phone calls.
- Must demonstrate age related competency.
- Monitor the North, Northwest, Central, South, and West Regions Immediate Care Center’s waiting rooms as assigned through Epic ED Manager by patient complaint and wait time.
- Demonstrates proficiency in the documentation within the patient’s electronic medical record (EMR), timely and accurately.
- Demonstrates the ability to determine ICC patient eligibility for specific ICC patient care protocols for select patients based on the arrival chief complaint and evaluation via telephone.
- Quickly and confidentially direct appropriate resources based on severity of a patient’s current symptoms.
- Ability to recognize an emergent waiting room patient and alert the in-clinic team for immediate response to the waiting room.
- Provide all pertinent information after analyzing the health concerns of the patient.
- Document your conversations and follow a standard process of care to gain the necessary information to evaluate a patient and assign diagnostic.
- Communicate to patients the plan of care/diagnostic testing to be initiated per the ICC protocol.
- Ability to place the order for diagnostic lab, x-ray, and cardiology orders in Epic based on Emergency Triage Nurse protocol list.
- Knowledge of each North, Northwest, Central, South, and West Region ICC department locations and patient flow process, including ICC and hospital radiology services.
- Ability to efficiently communicate with ICC staff verbally and through the track board to activate orders: collect specimens, perform EKG, X-ray status, patient location, or any other info related to patient care.
- Assist in the coordination of Telemedicine Conversion eligible patients, assign to provider, and add diagnosis code.
- When a patient consents to a Telemedicine Conversion visit during the Triage Nurse assessment the PFC may place orders based on symptoms per the ICC protocol.
- Communicate and update telehealth provider via Telehealth section on Epic track board to facilitate a timely visit.
- Communicate with Immediate Care staff via Microsoft Teams.
- Required to travel to closest Northwestern Facility if home equipment is nonfunctional.
- Participate in the orientation of new employees, provide feedback, attend staff meetings and huddles.
- Other duties as assigned
Work Arrangement
Hybrid
Additional Information
- Position requires completion of in-clinic orientation.
- Emergency Department or Urgent Care Nurse experience is required.
- The position involves 12-hour shifts every two weeks from 7:15am to 7:45pm.
- Weekend and holiday requirements are included.
- The role may be performed remotely or from any Northwestern Medicine ICC location.
- Must be able to travel to the closest Northwestern Facility if home equipment is nonfunctional.
- Background check will be performed including review of criminal convictions.
- Conviction does not disqualify from employment; considered on a case-by-case basis following state and federal guidelines.
