Triage Nurse - Behavioral Health - Waukesha Memorial FTE

Position: Triage Nurse - Behavioral Health - Waukesha Memorial 1.0 FTE

Job Type: Days - 1st Shift

Weekly

Hours:

40

Could be a combination of in clinic and/or remote work but primarily in clinic at this time. No weekends or holidays!

We invite you to begin your story with Pro Health Medical Group. With 15 clinic and urgent care locations throughout Waukesha County, you can be an integral part of improving the health of our community.
Job Summary

The telephone triage nurse serves as a clinical contact for patients and consumers of healthcare with medical questions or seeking medical advice via telephone or other communication methods. As a critical member of the high performing Patient Access team, the telephone triage nurse provides clinical assessment to facilitate next steps in the patient’s care and improves outcomes through telephone triage, appointment scheduling, referrals, and population health outreach.Responsibilities
• Population Health Management:
Supports system initiatives for population health management and the care delivery of specific patient populations through telephone triage, chart review, and outreach.
• Provides clinical assessment and review of documentation for outreach to patients to schedule appropriate care.
• Telephone Triage Management:
Offers call‑center RN triage or Assessment & Referral Triage using evidence‑based protocols.
• Handles emergent calls and makes patient care decisions using safe telephone advice, care management, and direction to the appropriate level of care.
• Facilitates professional verbal and written communication with patients and care teams.
• Schedules appointments according to triage disposition, following protocols and patient preferences.
• Provides patient support by answering clinical questions and resolving non‑urgent concerns while scheduling appointments.
• Analyzes customer problems to ensure the best outcomes and highest patient satisfaction.
• Provides follow‑up with customers as necessary for closure and outstanding experience.
• Serves as first point of contact for medical queries, providing evidence‑based information and appropriate referrals.
• Documents concise encounters in the EMR and other communication methods.
• Demonstrates sound clinical, organizational, and communication skills.
• Applies critical thinking, decision‑making, and acuity‑level assignment per protocols.
• Uses all systems, including EMR, Transportation Services, Microsoft Outlook, iNet, Virtual and Telephonic Interpretive Services, and Credit Card Banking system.
What You Will Do

Similar responsibilities as listed above: a clinical contact, triage, scheduling, and ensuring quality patient experience in a high‑volume call setting.What You Need
• Associate’s Degree in Nursing required;
Bachelor’s Degree in Nursing preferred.
• Current State of WI RN Licensure.
• At least 1 year of nursing experience in a primary care clinic or 3 years in hospital/home care/community settings.
• Preferably at least 1 year of telephone triage experience.
• Demonstrated computer and keyboarding skills.
• Experience with EMR (preferably EPIC).
• Exceptional customer service skills.
Benefits

Highly competitive wages, outstanding benefits package, and resources to further your education.
Equal Opportunity Employer

Pro Health Care is an equal‑opportunity employer and is committed to an inclusive work environment. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, disability, or any other protected characteristic.
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