RN Telephone Triage Teamlead

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.    

Serving as a primary point of contact, you will provide remote nursing care to a variety of patient populations with various health backgrounds, support needs and treatment plans. In this role, you will offer clinical oversight to both these patients and your caregiver team to ensure quality, compassionate and safe care. You will also coordinate and resolve daily operational issues, helping drive unit cohesion, continuous development and high morale. This unique position allows you to use your skills to facilitate the welcoming and supportive environment our communities have come to expect from Cleveland Clinic, all while exploring tuition reimbursed education, professional development and more. 

A caregiver in this position works remotely from 3:00PM – 11:30PM, with rotating weekend, every other holiday and as needed in-office work requirements.

A caregiver who excels in this role will:   

• Perform the duties of the Telephone Triage Nurse. 
• Coordinate and resolve daily operational issues.  
• Ensure adequate staffing on current and next shifts and initiate additional staffing according to call-offs or other scheduling needs. 
• Communicate with Nurse on Call team during phone/computer outages to coordinate the disaster recovery plan. 
• Work closely with remote staff to problem-solve computer issues and determine the need for relocation to the home office or alternate location if problem will not be resolved in a timely manner. 
• Facilitate orientation, teaching, coaching and mentoring of assigned employees.  
• Assist in the preparation of department-specific education for patients and colleagues. 
• Serve as a clinical resource for staff, including RNs, LPNs, Medical Assistants and the office coordinator as needed. 
• Communicate with patients/callers and physicians requesting to speak with a supervisor using HEART service recovery skills, documenting call and escalating to manager when necessary. 
• Participate in quality initiatives, process improvement and research activities to improve patient outcomes, experience and safety.  
• Share on-call duties with administration team for managing operation needs as needed. 
• Complete remote work (if applicable) and at-home work based on department needs. 

Minimum qualifications for the ideal future caregiver include:   

• Graduate from an accredited School of Nursing 
• Current licensure as a Registered Nurse (RN) 
• Basic Life Support (BLS) Certification through the American Heart Associate (AHA) 
• Five years of Telephone Triage experience as a RN in a Medical/Surgical, Primary Care, Pediatric, ED, Critical care, Intensive Care or Case Management 

Preferred qualifications for the ideal future caregiver include:   

• Bachelor’s of Science in Nursing (BSN) 
• Experience as a Charge Nurse or supervisor 
• Certification in nursing specialty  

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/     

Physical Requirements:

• Ability to sit for long periods of time within a confined space.
• Requires full range of motion, manual and finger dexterity of eye hand coordination.
• Requires corrected vision and hearing to a normal range.
• Sedentary Work – Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.