Telephone triage nurses assess the severity of patients’ illnesses and determine the need for further care. They work in hospitals or call centers, gathering information and using specialized computer programs to determine the appropriate course of action. Requirements include a nursing degree, certification, and experience. The job can lead to supervisory or administrative positions.
A telephone triage nurse is a certified healthcare professional who takes calls from people who have adverse symptoms but are unsure whether to seek treatment in person. A professional relies on her specialized nursing knowledge to assess the severity of a person’s illnesses and determine the need for further care. Most telephone triage nurses are employed in hospitals, although some work in call centers that serve as emergency or after-hours call centers for many different clinics and private practices. Telephone triage nursing is a very useful service for physicians and hospital staff, as informed workers can significantly reduce unnecessary consultations and emergency room overcrowding.
In a typical call center, a telephone triage nurse sits at a computer desk with a speakerphone headset. When a call comes in, the nurse answers and gets very basic information about the nature of the call. If it appears that a person is in danger or in severe pain, the nurse transfers the call to an emergency response service. After ruling out an emergency situation, the telephone triage nurse gathers details about the patient’s gender, age, and general concern. The job can be stressful at times, and nurses must be able to speak calmly and clearly to gather information from people who call sometimes frantically.
When talking to a patient, the nurse enters data into a specialized computer program that helps determine the most appropriate questions to ask about symptoms. The telephone triage nurse can usually follow the computer’s instructions exactly, working from a list of questions that need to be addressed. It is still very important for the nurse to review responses as they come in so that she can assess subjective and non-verbal responses that might suggest a serious condition. By gathering accurate information, the nurse can determine whether a caller needs to make an appointment, visit an emergency room, or treat a condition at home.
A person interested in becoming a telephone triage nurse can review specific entry requirements in their region. Most workers are required to hold an associate’s or bachelor’s degree, pass nurse certification exams, and gain experience in other nursing environments. Many employers prefer to hire triage nurses who have several years of practical nursing experience to ensure they are able to quickly understand and resolve callers’ concerns. In addition, many national organizations offer voluntary certification courses for prospective telephone triage nurses to help them improve their credentials.
A successful telephone triage nurse may be able to advance in a hospital or call center to a supervisory position. As a supervisor, a nurse trains new employees and conducts regular performance reviews to ensure callers are receiving quality information. Some experienced telephone triage nurses take on administrative roles where they help develop more effective protocols and training materials.
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