Registered Nurse-Phone Triage GI​/Endo

Job Title:

Registered Nurse - Phone Triage GI/ENDO

Department:
Preoperative Services / Gastrointestinal Procedures

Reports To:

Manager of Clinical Operations

• Patient Assessment & Triage
  • Collect relevant symptom and history information via structured dialogue.
  • Apply protocols to decide urgency and level of care needed (ER, urgent care, home management, or follow-up).
• Phone Encounter Management
  • Manage high call volumes—up to 20–40 calls daily depending on setting.
  • Maintain a structured call opening, listening, analyzing, advising, and closing phases for clarity and safety.
• Medical Advice & Education
  • Provide evidence-based advice on symptom management, medications, and lifestyle instructions.
  • Educate callers about home care, medication use, and follow-up steps.
• Care Coordination & Referral
  • Schedule appointments or referrals as needed; coordinate with other providers for continuity of care.
  • Activate emergency services or referrals for critical cases.
• Documentation & Record Keeping
  • Log call details, assessments, advice given, and outcomes in electronic health records (EHR).
• Follow-up & Monitoring
  • Conduct follow-up calls to assess progress or adjust advice as needed.
• Quality Assurance & Professional Development
  • Adhere to service-level metrics (e.g., call response times, abandonment rates).
  • Participate in training, quality improvement initiatives, and clinical team meetings.

• Education:
  
  Current RN license; BSN preferred.
• Experience:
  
  Minimum of 1–3 years of clinical nursing experience; prior telephone triage, telehealth, or call-center nursing is a plus. Proficient in using health IT systems, triage protocols, and EHRs.
• Certifications:
  
  BLS required; ACLS preferred.
• Skills:
  
  Strong verbal communication, active listening, and empathy. Excellent critical thinking and clinical decision-making without physical patient assessment. Telephone etiquette, ability to establish rapport and reassure callers. Ability to manage multiple calls, prioritize based on acuity. Detail-oriented documentation and adherence to protocols.

As Indiana’s largest and most comprehensive healthcare system, and the number 1 ranked healthcare system in Indiana, we offer:

• A supportive and collaborative work environment that is patient centered.
• 401(K) retirement savings with employer match.
• Employer-paid medical leave.
• Student loan forgiveness – IU Health qualifies under the Public Service Loan Forgiveness program.
• Employee Assistance Program – Counseling at no cost to you.
• Healthy Results - Participation in our team member wellness programs earns points toward a biweekly financial incentive in your paycheck. The more you participate, the more you earn.
• Part and Full-time roles are eligible for a $30,000 sign-on bonus — apply today to learn more!

Our culture of compassion allows for holistic delivery of care that is individualized based on our patients’ and their families’ needs. At IU Health, every team member is a caregiver. This care extends to one another and our community through service projects, health initiatives, and wellness education.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report;
  Riley Children’s Health is ranked among the top children’s hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine offers patients access to groundbreaking research and innovative treatments, and gives team members access to the latest science and training.

With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.

• At Indiana University Health, your personal and professional growth is a top priority. You will have access to diverse opportunities to learn and develop in meaningful ways, such as advanced clinical training, leadership development, promotion opportunities, and cross-training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.

Indiana University Health is Indiana’s most comprehensive health system, with 15 hospitals and nearly 40,000 team members serving Hoosiers across the state. We’re looking for team members who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day.

• Job Identification: 412466
• Job Category:
  Nursing
• Locations: 5165 McCarty Ln, Lafayette, IN, 47905, US