Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.
GLFHC is currently seeking a bilingual (English/Spanish) a Telehealth Nurse. Under the practice and operational oversight of the Acute Nurse Manager, the Telehealth Nurse provides critical assessment and evaluation for patients who call the health center in need of clinical care. In this role, the Telehealth nurse works as part of an acute care team of clinicians and patient care staff who triage patients to the right level of care at the right time with the right provider. Drawing on their assessment competencies and critical thinking skills, the telehealth nurse communicates with patients in a professional manner and nonjudgmental manner while collecting information needed to inform their disposition for follow-up care. Working within their scope of practice and guided by triage protocols, the telehealth nurse consults with the acute care team as needed and coordinates access to timely care, including the need for emergency care.
Scope of Duties:

• Utilizes clinical guidelines, including on line triage tools and triage skills and experience to assess patient's needs and determine follow-up.
• Collects and interprets health data collected from the patient by using effective interviewing and patient engagement strategies.
• Conducts review of EMR data to support clinical assessment and triage follow-up.
• Follows internal policies and procedures related to telehealth scheduling practices and timeliness of appointments.
• Uses clinical judgement to make scheduling decisions, including overriding schedules if needed.
• Documents all patient interactions and follow-up in a responsible and timely manner.
• Communicates with local practice sites, including escalating high acuity patients in need of timely intervention to the team nurse or clinician.
• Uses judgement when communicating non urgent messages to the integrated care team, while managing the expectations of the patients.
• Acts as a liaison between the patient and the clinical.
• May perform other nursing functions including communicating lab results and respond to urgent portal messages as assigned.
• Adheres to GLFHC policies and protocols related to quality and timeliness of documentation, turnaround time for follow-up and escalation to nurse manager when indicated.
• Communicates effectively with patients, peers, management, and all members of the health care.
• Remains current on clinical practice and triage assessment core competencies and commits to ongoing professional development.
• Is knowledgeable about health center policies and Demonstrates good time-management skills and proactively seeks quality improvement activities related to individual, team and organizational performance improvement. Continually ensures efficient patient flow.
• Participate in ongoing quality improvement activities related to individual, team, and organizational performance.

• Registered nurse with valid Massachusetts license
• BSN highly desirable
• CPR Active

• Minimal 5 years nursing experience with demonstrable skills in patient care and clinical triage.
• Bilingual Spanish and English required.
• Ambulatory care and triage experience desirable.
• Ability to be comfortable using technology to interact with patients who are complex in nature.
• Ability to form trusting relationships with patients and communicating with respect and professionalism.
• Ability to demonstrate quality documentation in the EMR based on patient interviews and assessments.
• Ability to work as part of a team and effectively collaborate with team members, including managing conflict.