Practice Triage Specialist

Under Administrative supervision, perform duties as it relates to telephone triage. Triage incoming calls from patients, assessing their needs, and give appropriate clinical responses. Facilitates appropriate disposition, communicate/triage to providers and other staff. Using processes in accordance with the scope of practice, and within the policies values, and mission of the organization. Responsibilities, Essential Skills, and Accountabilities: Execute phone triage responsibilities: performs a systematic, comprehensive interview of the patient to determine the urgency of the patient’s problem. Accurately documents data for all calls including, but not limited to, patient demographic information, chief complaint and other pertinent information. Performs and documents follow-up calls with patients as necessary and relay provider direction. Act as liaison between patient and providers. Answer all patient inquiries for assigned Providers regarding health issues. Serve as advocate for patient for both internal and external referrals. Elicits questions, concerns, and information from patient to assess symptoms. As needed, identify appropriate protocol and confirm with primary provider. Based upon patient symptoms, the triage can call medications into the pharmacy of patient choice and provide feedback from provider. Coordinate medical care as required, schedule patient follow-up internal appointments as instructed by providers, and as needed. Schedule same day appointments with the patient primary provider or other health care provider within practice. Provides advice, education and options based on assessment and feedback from provider. When appropriate, advise patient to seek medical care at the emergency room. When appropriate assist with scheduled clinical appointments. Confirm patients’ understanding of the plan of care and provide clarification as needed. ability to understand the plan of care and perform health education as needed. Document all calls, responses, and referrals. Release of information (ROI) is needed prior to exchanging patient information with family or associates. Perform follow up calls as directed by provider. Maintain accurate and necessary patient documentation in accordance with all regulatory bodies. Apply human relation skills and customer service skills in providing patient care and in establishing good rapport. Provide counseling, home treatment advice, and crisis intervention according to established protocols and standards of care. Maintain clinical competency through continuing education, recertification (including CPR), and clinical practice. Utilize a high level of customer service skills in providing patient care. Maintain clinical competency through continuing education and maintaining licensure. Adhere to Raby Institute Policies and Procedures. Behavior supports the organization’s commitment to mission, vision and values. Perform other duties as directed. Education/Experience Requirements: This role is a part time role with the first 12-18 months of employment being in office for training and then the availability to go remote. Applicant must have one to two years of relevant experience. Requires critical thinking skills, decisive judgement, comfortable working in a stressful environment and taking appropriate action. Having and maintaining a current Nursing Degree is required for this position. Additional Information: This position works with a wide variety of patients and all Raby Institute staff. They also must be able to multitask, work as part of a team, and has strong written and verbal communication skills and excellent interpersonal skills. This position evaluates potential concerns and consults with appropriate next steps. This position includes determining the symptoms and severity of the patient’s illness or injury, and talking with the patient about his or her condition. Effective communication and follow-up is a key component of this job. This is a part time position at 24-32 hours/week. About the Raby Institute

The Raby Institute for Integrative Medicine at Northwestern is the premier center for integrative healing in the heart of Chicago. We provide our patients with the highest quality integrative health services and believe that with guidance and the right environment, patients will realize their innate abilities of self-healing and their potential to live fully engaged lives. The Raby Institute offers primary and consultative care by highly trained specialists in Integrative Internal Medicine and Family Practice and Integrative Gynecology, as well as direct or collaborative care by other medical practitioners trained and certified in the disciplines of Naturopathic Medicine, Naprapathic Treatment, Traditional Chinese Medicine, Medical Acupuncture, Homeopathy, Neuromuscular Massage Therapy and Functional Medicine.

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