Telephone Triage Nurse-Care on Call

Hours for the role range from:

Weekdays:
7:00am-5pm (D)

4:00pm-12am (AH)
Overnight 12:00pm-8:30am
*No permanent night shifts are included for this role, but must be available to cover up to 3 overnight shifts per year

Weekends:
7:00am-3:30pm
3:30pm-12:00am
Overnight 12:00pm-8:30am

Primary Function

The Triage Nurse role provides provide primary care patients telephone access to a highly skilled and trained registered nurse who accurately answers their questions and addresses their medical concerns during hours when the primary care offices are open. To provide first line response to patient questions and concerns with escalation to the primary care offices when necessary. To ensure continuity of care, communicates the patient's condition and plan of care to other health team members.

Essential Functions:

• Accurately assesses each patient's condition by actively listening to callers and asking probative questions. Identifies emergent situations and effectively transfers life threatening calls to appropriate agencies per protocol.
• Provides appropriate and courteous telephone advice including plan of care and patient education to callers according to approved protocols.
• Appropriately and accurately documents initial and ongoing telephone conversations with documentation being completed immediately after the call ends.
• Places outbound follow up calls to caregivers as needed.
• Accurately communicates information to physician on call as needed either over the telephone or by routing the necessary information to the physician through EPIC.
• Works autonomously while adhering to organizational standards and core values.
• Attends and participates in staff meetings and required departmental meetings.
• Meets the needs of the department by flexing hours as needed based on seasonal changes and call volume. This may include morning, evening, weekend, and midnight shifts.
• Meets unit expectations for call volumes, call duration and customer service expectations.
• Appropriately utilizes and maintains Nemours supplied equipment; ability to troubleshoot technology issues to ensure uninterrupted service to patients.
• Additional miscellaneous duties and responsibilities, as may be assigned from time to time by employee's supervisor.

Job Requirements:

Bachelor's Degree strongly preferred. Associates Degree prepared candidates must be actively enrolled in a BSN program.

Upon hire, the Kids Health On Call nurse must have an active unrestricted Delaware Registered Nurse license to start. Active Pennsylvania and Florida Registered Nurse Licenses must be obtained within 90 days of hire date. BLS from American Heart Association required for all nursing roles.

*Nurses residing in an interstate compact state (DE, NJ or MD) who have a multistate license for their state of residence will not need to obtain separate PA or FL licensure. Nurses residing in PA will continue to require separate DE and FL licensure until PA begins full participation in the interstate compact. The KHOC associate must not work autonomously until all licensure is obtained and verified- they can shadow and train with a KHOC preceptor, but cannot provide medical advice for patients receiving primary care services in states for which the associate has not yet obtained licensure.

3-5 years of job related experience.

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida - along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org .