CCI Health & Wellness Services
  • 26-Jun-2018 to 25-Aug-2018 (EST)
  • Silver Spring, MD, USA
  • Full Time

CCI Health and Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience. Through integrated teams in a learning environment, we deliver high quality, affordable, care to every patient during all stages of life.


Position Summary:

The Call Center Triage Nurse provides nursing triage services and health advice for patients and managed care members over the phone. The Call Center Triage Nurse uses his/her nursing experience, clinical knowledge and CCI Health and Wellness guidelines to fulfill various nursing responsibilities. The Call Center Triage Nurse reports directly to the Nursing Director.

As a member of the health center's integrated care team the Registered Nurse fulfills the following KEY FUNCTIONS AND RESPONSIBILITIES for the provision of patient centered, coordinated health care: 

  • Provides nursing triage services and health advice for patients and managed care members over the phone. 
  • Evaluates, assesses, and prioritizes all triage calls, implements strict triage policy protocols to seamlessly facilitate appropriate disposition, including provision of self-care advice, same-day appointment for care, referral to other team member(s) for management, coordination of future care needs, specialty care intervention, elevation of serious situations to the emergency department (ER), urgent, or other healthcare facilities, and provide community resources as needed.
  • Clearly documents patient's questions, concerns, requests, nursing assessment, or nursing diagnosis of presenting problem(s) and necessary education/instructions or care delivered over the phone in the Electronic Medical Record system (EMR).
  • Ensures appropriate nursing care and/or treatment plans are delivered in accordance with standard protocols.
  • Effectively manages care and develops plan of care; implements, and evaluates care individualized for each encounter. .
  • Reviews records, notes and labs from outlying facilities to help determine appropriateness of care plan, nursing management or disposition.
  • Educates patient regarding immediate care advice and preventative behaviors in order to arrest progression of signs and symptoms of illness.
  • Supports the transition of care outreach program by ensuring follow up for patients following hospital discharge or ER visit.
  • Provides quality customer service at all times, and communicates effectively with patients in a manner that protects their confidentiality, and is sensitive to their culture, physical/emotional/spiritual condition and social/economic status.
  • Work cooperatively with staff, providers, Health Center Medical Directors and Administration staff. Reviews and safely implements authorized provider prescriptions.
  • Functions in accordance with the policies and procedures of CCI Health and Wellness Services.
  • Attends meetings as requested.


Minimum Skills, Experience and Educational Requirements:

Ability to implement, monitors, and manage requirements within the primary care setting. Professional nursing skills required include but are not limited to the following: 

  • Critical thinking and patient assessment.
  • Critical thinking and patient assessment Skills.
  • Problem solving analysis, independent judgment, discretion, and creativity in decision making, evaluations, and presentations
  • Displays leadership abilities and collaborates with multidisciplinary teams.
  • Work requires physical ability to stand for long periods of time, talk, listen, write, and sit intermittently. 
  • Must be able to occasionally bend, lift, push and/or move 25 pounds weight
  • Occasional lifting, pushing and/or moving up to 25 pounds.
  • Ability to operate computer including keyboard and multi-line phone.
  • Occasionally works in excess of 8 hours per day or 40 hours per week as needed
  • Written and oral fluency in English and Spanish Required
  • Clinical experience in an acute care setting
  • Superior critical thinking and problem-solving skills
  • Excellent written, verbal , telephone and interpersonal communication skills
  • Excellent organization and multitasking skills and patient education experience; ability to maintain accurate and detailed patient records with pertinent information
  • Proficient computer skills
  • Experience working in a multi-cultural setting preferred.
  • Ability to work well in a high-pressured environment.
  • Ability to strongly embrace and personify the mission of CCI Health and Wellness Services
  • Ability to interact with fellow employees in a way that promotes a harmonious and cooperative working environment

Required Certifications and Licenses:

  • Bachelor of Science in Nursing
  • Licensure in the state of Maryland
  • CPR (classes are regularly provided at CCI)
CCI Health & Wellness Services
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