Job Description

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Triage Nurse will serve in a direct care and patient advocacy role and will ensure interdisciplinary care is optimized toward targeted outcomes. By collaborating with the Clinical Operations team to assess, plan, implement, coordinate, monitor, and evaluate services and outcomes to maximize the patient’s health. 

The Triage will ensure the safe and effective transition of care for patients discharging from the emergency department. Through telephonic-based outreach, the Triage Nurse will contact the patient or caregiver within 48 hours of discharge to conduct a comprehensive discharge assessment, conduct medication reconciliation, provide patient or caregiver education, support post-discharge order fulfillment (i.e., Durable Medical Equipment, Home Health Care, etc.), assess for any potential barriers to a successful transition to home, and evaluate for additional care planning needs. Additionally, the Triage Nurse will confirm the patient has a provider appointment within 7-14 days of discharge, or sooner, depending on the post-discharge needs of the patient. 

Real-time clinical triage will be conducted either telephonically from a patient directly calling UpwardHealth for clinical care, a field staff member reaching out for escalation needs, or a systematic alert based on documentation entered in the system requiring review and triage. For Remote Patient Monitoring (RPM) alerts, the Triage Nurse will take immediate action for abnormal or out-of-range patient results.

Skills Required:

• Computer literacy and ability to effectively communicate within the business structure
• Experience with completing real-time documentation in EHR and/or Care Management systems
• Unrestricted registered nursing license in the state(s) of care management activities a minimum requirement

Key Behaviors:

Effective Communication: 

• Clearly and compassionately communicating with patients and their families to gather information and explain processes.

Calm Under Pressure: 

• Maintaining composure in high-stress situations and managing multiple patient needs simultaneously.

Active Listening:

• Paying close attention to patients' concerns to accurately assess their conditions.

Empathy: 

• Demonstrating understanding and compassion for patients' experiences and emotions.

Team Collaboration: 

• Working effectively with other healthcare professionals to ensure seamless patient care.

Competencies:

Clinical Assessment Skills:

• Strong ability to evaluate patient symptoms and vital signs quickly and accurately.

Critical Thinking: 

• Using sound judgment to prioritize patient needs based on severity and urgency.

Knowledge of Medical Protocols:

• Familiarity with triage guidelines and protocols specific to the healthcare setting.

Decision-Making:

• Making quick and informed decisions regarding patient prioritization and the need for immediate intervention.

Technology Proficiency: 

• Competence in using electronic health records and triage software to document assessments and track patient information.

Knowledge of Community Resources: 

• Understanding available resources for referrals and support services outside the immediate healthcare setting.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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