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 Contributes to quality improvement and performance excellence efforts, including protocol adherence, call audits, and identification of opportunities to enhance patient outcomes and experience. Maintains composure and clinical effectiveness in high stress or emotionally complex situations. Collaborates with care teams and services to ensure seamless coordination and transitions of care. Effectively manages high-volume, high-acuity call environments, maintaining accuracy, efficiency, and patient safety. Accurately documents assessments, recommendations, and decision-making to support medicolegal integrity and continuity of care. Establishes therapeutic rapport in a non-face-to-face environment, using active listening and patient-centered communication techniques. Communicates complex clinical information in a way that ensures patient comprehension, engagement, and adherence Demonstrates strong escalation capabilities, identifying and initiating appropriate interventions. Ensures patients receive the right care, at the right time, and in the right setting, reducing unnecessary utilization and delays in care. Utilizes electronic health record (EHR) data and patient history to inform decision-making and enhance care continuity. Applies evidence-based triage protocols in combination with clinical judgement to ensure safe, timely and appropriate care decisions. Demonstrates advanced ability to assess patient-reported symptoms, synthesize clinical data, and determine appropriate disposition (emergent, urgent, routine, or self-care). Serves as a primary clinical point of contact, providing real-time assessment, triage, and care guidance across the continuum. Qualifications, Knowledge & Experience 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. De-escalation training prior to performing direct patient care or within 90 days of hire Mandatory Reporter training or within 90 days of hire and must maintain throughout employment. Achievement of Baccalaureate degree in nursing within 6 years of hire if hired after January 1, 2014. 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.