Telephonic Triage Nurse
About the position Answer with Care. Guide with Compassion. Support Every Step. We are seeking a dedicated Telephonic Triage RN to join our clinical call center team. This position is responsible for providing high-quality triage and nursing support over the phone for hospice patients and families during after-hours, holidays, and peak volume times. If you're an experienced, compassionate RN with strong clinical judgment and excellent communication skills, we invite you to bring your expertise home—literally. About the Role: The Telephonic Triage Nurse provides timely, expert guidance and support over the phone to hospice patients and families. This critical nursing role includes assessing symptoms, prioritizing calls, managing urgent care needs, and determining when an in-person visit is necessary. We have part-time weekend shifts available.
Responsibilities
- Receive and respond to calls for assigned hospice service areas
- Prioritize urgent needs and assess callers’ symptoms to guide care decisions
- Assign on-call staff or provide treatment guidance per Plan of Care
- Provide education, emotional support, and continuity of care
- Collaborate with the interdisciplinary team to manage symptoms and avoid crises
- Document all calls accurately in electronic medical record systems
- Promote patient/family choices and quality of life at end of life
- Participate in Quality Assessment and Performance Improvement programs
- Maintain professional and compassionate communication with all stakeholders
- Provide triage coverage for multi-state/multi-agency network
Requirements
- Graduate of an accredited nursing program
- Current Registered Nurse (RN) license in a NLC Compact State
- Three (3) years of clinical nursing experience
- At least two (2) years of experience in hospice, oncology, long-term care, or home health
- Bachelor’s degree in nursing (BSN) preferred
- Prior experience in telephone triage strongly preferred
- Proficiency in EMR systems and Microsoft Office Suite
- Current CPR certification, valid driver’s license, and automobile insurance
- Reliable high-speed internet (minimum 10 MBPS download / 5 MBPS upload)
- Dedicated, quiet workspace
- Comfortable wearing a headset up to 12 hours
- Ability to navigate multiple computer screens (dual monitors + laptop)
- Ability to report to nearest Gentiva branch if needed due to equipment issues
- Deep knowledge of hospice care and end-of-life needs
- Strong patient assessment and communication skills
- Ability to remain calm, clear, and compassionate in emotional or urgent situations
- Adaptable, dependable, and solutions-focused
- Strong documentation and time management capabilities
- Sensitivity to diverse backgrounds and experiences
Benefits
- Competitive Pay
- 401(k) with Company Match
- Career Advancement Opportunities
- National & Local Recognition Programs
- Teammate Assistance Fund
- Medical, Dental, Vision Insurance
- Mileage Reimbursement or Fleet Vehicle Program
- Generous Paid Time Off + 7 Paid Holidays
- Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
- Education Support & Tuition Assistance (ASN to BSN, BSN to MSN)
- Free Continuing Education Units (CEUs)
- Company-paid Life & Long-Term Disability Insurance
- Voluntary Benefits (Pet, Critical Illness, Accident, LTC)
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