FIRST NURSE

Position Summary

Provides clinical assessment, triage, and care guidance via telephone and virtual platforms. Serves as a primary point of entry into the health system, ensuring patients receive the right care, at the right time, in the right setting. Utilizes evidence-based protocols, clinical judgement, and electronic health record data to support safe, timely decision-making. Promotes care coordination, patient understanding, and optimal outcomes across the continuum.

Position Responsibilities

Unit Specific Position Responsibilities

Serves as a primary clinical point of contact, providing real-time assessment, triage, and care guidance across the continuum.

Demonstrates advanced ability to assess patient-reported symptoms, synthesize clinical data, and determine appropriate disposition (emergent, urgent, routine, or self-care).

Applies evidence-based triage protocols in combination with clinical judgement to ensure safe, timely and appropriate care decisions.

Utilizes electronic health record (EHR) data and patient history to inform decision-making and enhance care continuity.

Ensures patients receive the right care, at the right time, and in the right setting, reducing unnecessary utilization and delays in care.

Demonstrates strong escalation capabilities, identifying and initiating appropriate interventions.

Communicates complex clinical information in a way that ensures patient comprehension, engagement, and adherence.

Establishes therapeutic rapport in a non-face-to-face environment, using active listening and patient-centered communication techniques.

Accurately documents assessments, recommendations, and decision-making to support medicolegal integrity and continuity of care.

Effectively manages high-volume, high-acuity call environments, maintaining accuracy, efficiency, and patient safety.

Collaborates with care teams and services to ensure seamless coordination and transitions of care.

Maintains composure and clinical effectiveness in high stress or emotionally complex situations.

Contributes to quality improvement and performance excellence efforts, including protocol adherence, call audits, and identification of opportunities to enhance patient outcomes and experience.

Qualifications, Knowledge & Experience

Required Qualifications (Including any licensure, certification, education):

Licensed as a Registered Nurse and authorized by the State of Iowa to practice nursing.

Three (3) or more years nursing experience in acute or ambulatory care services.

Achievement of Baccalaureate degree in nursing within 6 years of hire if hired after January 1, 2014.

Mandatory Reporter training or within 90 days of hire and must maintain throughout employment.

De-escalation training prior to performing direct patient care or within 90 days of hire

Proficient in EHR systems, telephony platforms (e.g. Cisco or similar), and clinical decision support tools, with the ability to simultaneously assess, document, and communicate real time.

Organizational Requirements:

Maintain stroke education per regulatory requirements.

Preferred Qualifications:

Experience using data, call metrics, or quality monitoring to improve performance and outcomes.

Required Knowledge, Skills & Experience:

Ability to pursue and foster a sense of team and partnership across all disciplines.

Ability to communicate effectively, in English, with diverse population groups.

Ability to be self-directed, flexible, and able to adapt to change.

Ability to communicate effectively in a professional and tactful manner with physicians, staff, patients and/or their representatives.

Ability to read and understand chart documentation.

Ability to demonstrate basic computer skills.

Ability to read, write and understand the English language.

Ability to work independently and make sound clinical judgements.

Strong clinical assessment and critical thinking skills.

Ability to handle high stress situations calmly and professionally.

Excellent interpersonal skills and patient empathy.

Preferred Knowledge, Skills & Experience:

None Specified