Telehealth Triage RN-3-11:30, Brooklyn Hts, 32hrs a week.

The MetroHealth System   Cleveland, OH   Full-time
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Telehealth RN

3-11:30, 32 hours

BSN required

Brooklyn Heights

The MetroHealth System, Cuyahoga County’s public health system, and its staff of nearly 8,000 provides care at MetroHealth’s four hospitals, four emergency departments and more than 20 health centers and 40 additional sites throughout Cuyahoga County. The health system is home to Cuyahoga County’s most experienced Level I Adult Trauma Center, verified since 1992, and Ohio’s only adult and pediatric trauma and burn center.  As an academic medical center, MetroHealth is committed to teaching and research. Each active staff physician holds a faculty appointment at Case Western Reserve University School of Medicine. Our main campus hospital houses a Cleveland Metropolitan School District high school of science and health. The MetroHealth System is committed to creating a healthier community.




The Telehealth Triage RN is a customer-service focused nursing professional with a strong background managing high volume health-care calls (inbound and outbound) within a centralized contact center setting. Via a telephone information service system provides appropriate health information and hospital service referrals utilizing assessment skills in conjunction with established medical/nursing protocols and department guidelines. Mentors, guides and supports non-medical employees, including training when necessary. At the highest level, creates a seamless customer experience of system-wide patient access into ambulatory clinical operations, physician referral and medical advice lines. Remains receptive to performance feedback and strives to make adjustments to ensure goal attainment. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.




Contributes to patient and employee safety by:

a.Providing a safe environment for patients and employees alike.

b. Reporting safety concerns, errors and near misses.

c. Participating in system improvement initiatives to prevent errors.

d. Providing evidence-based care as applicable to the role.

1.Manages access to The MetroHealth System's physicians, services and programs to potential and current patients through a telephone information service system by:

a.Processing inbound telephone inquires according to department guidelines.

b.Explaining available MetroHealth System resources to the caller, including physicians, services and programs.

c.Referring callers to appropriate MetroHealth System resources and assisting with scheduling access to those services.

d.Performing outbound inquiries to assist callers with urgent, same-day appointments, scheduling needs and requests for medical information.

2.Provides appropriate health information and hospital service referral(s) utilizing nursing assessment skills in conjunction with established medical protocols and department call guidelines by:

a.Using nursing processes to assess the caller inquiries, and giving appropriate health and service information utilizing computer system protocols.

b.Performing accurate and timely computer data entry.

c.Documenting all inquiries for medical, legal and statistical purposes.

3.Performs duties within the standards of established nursing practices by working with or through the Nurse Manager and the Director of Nursing to:

a.Demonstrate professional competence, discriminative/thoughtful judgment and performance through the establishment and utilization of professional standards, protocols, policies and procedures.

b.Promote nursing as a profession and contributes to its development.

c.Demonstrate competency in caring for a culturally diverse patient population.

d.Participate in Nursing Department meetings, programs, committees, and initiatives.

e.Identify own learning needs, set learning goals and actively pursue required knowledge and skills.

f.Remain current with contemporary nursing standards, adhering to national standards and the ANA Code of Ethics.

4.Upholds the standards of the system-wide Customer Services program and promotes quality service by:

a.Responding efficiently and accurately to all inquiries according to hospital and department standards.

b.Communicating and interacting with clients, hospital personnel, physicians, area businesses and community organizations in a manner that promotes and maintains a high level of service.

5.With the department Supervisor, participates in the coordination of the services provided by the Patient Solution Service Center by:

a.Assisting in the development of departmental policies, protocols, and procedures to assure quality service.

b.Reporting and updating information regarding the MetroHealth System's services and physicians.

c.Assisting with the tracking and reporting of the department activities.

d.Mentoring, training and assisting non-medical staff, when appropriate.

e.Participates in activities that improve the departmental service.

f.Demonstrates an on-going commitment to professional growth and competence.

6.Performs other job-related duties as assigned.



Graduate of an accredited School of Nursing, and a Registered Nurse with current Ohio licensure. Two years of clinical experience. Excellent nursing assessment skills. Excellent interpersonal skills. Ability to receive regular coaching and performance feedback. Ability to work collaboratively with peers, leadership and associates. Possess a valid driver’s license and have access to reliable transportation. Willing to travel to other MetroHealth System sites if necessary.

Bachelor’s of Science degree in Nursing (BSN). Knowledge of personal computers. Experience with client telephone integration and/or patient community education. Recent health care related experience, especially in medical, surgical, critical care, or ER nursing.

Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to remains still for extended periods of time, including sitting and standing. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction, including hearing clearly via a phone headset. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Ability to communicate in face-to-face, phone, email, in-basket, and other communications. Ability to see computer monitor and departmental documents. Ability to use a computer. Ability to read job-related documents.

This job is no longer available.

The MetroHealth System

Cleveland, OH