[Hiring] Nurse, Phone Triage @Duly Health and Care

Role Description

As a Triage RN at Brian Moran Cancer Center, you will be part of a collaborative, physician-led team that focuses on delivering high-quality, coordinated care. Your responsibilities will include:

• Triage and Clinical Assessment:
  • Provide detailed symptom assessments over the phone and via MyChart messages, including type, severity, duration, medications used, recent labs/imaging, and last treatment details.
  • Identify treatment-related side effects and ensure patients are following prescribed instructions.
  • Escalate concerns to appropriate providers as needed, based on clinical judgment.
  • Utilize standardized documentation templates for consistent charting.
• Phone and Message Management:
  • Actively monitor and respond to phone calls, in-basket messages, and Five9 system throughout the entire shift.
  • Ensure no duplication of work by taking the “baton” when addressing messages.
  • Return all patient calls the same day unless waiting for a provider’s input.
• Medication Refills:
  • Follow refill protocols and assess if refill requests are appropriate prior to routing.
  • Handle standard supportive care medications and hormone therapy refills based on guidelines.
  • Ensure REMS medications include authorization numbers before routing to providers.
• Scheduling and Coordination:
  • Verify or schedule patient appointments when requested; avoid routing patients back into the call center loop.
  • Route communication to the appropriate provider or care team for timely response and continuity of care.
• Symptom Management:
  • Fever, nausea/vomiting, diarrhea, constipation
  • Neuropathy or hand-foot syndrome
  • Stomatitis and mucosal irritation
• Patient Education:
  • Educate patients on symptom management, when to escalate care, medication use, dietary support, and hydration.

Qualifications

• Current RN license in the state of Illinois
• Minimum 2 years of nursing experience (oncology or triage preferred)
• Strong clinical assessment and critical thinking skills
• Proficiency in using EPIC
• Comfortable working independently in a high-paced, team-oriented environment

Requirements

• OCN Certification (preferred)
• Experience with Five9 or similar call management software (preferred)
• Previous oncology nursing or infusion experience (preferred)

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Company Description

Duly Health and Care is a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, designed to deliver high-quality, coordinated care.