Open Forum

Hello, 

I am wondering if anyone has support for how to establish the skill set of a recruit to determine if they would be successful in the role as a triage nurse. 
I support a 100% remote team of triage nurses, recently we have had multiple new hires quit in orientation due to complexities of multitasking multiple programs (answering the call, navigating EHR, utilizing resources). Looking for any ideas of how to better prepare applicants for the role. 

Thanks in advance for any recommendations you may have! 
Kari

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Kari Sheck
M Health Fairview
Hudson WI

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We do not do remote nursing triage but what I have done with some candidates if that will be their primary role in the clinic is have them shadow for a few hours.  I find this to be helpful especially if they haven't worked on the ambulatory side.  Many nurses do not really understand what happens on this side (me being one of them) until they see it.  

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Ryan Taylor MSN, RN, CPN, NE-BC
Director of Medical Practice Management
Memorial Hospital and Health Care Center
Jasper, Indiana
812-996-8489
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Thanks for your reply, I think that makes sense (being able to shadow would definitely help them see the flow). 
Might be something we look into next. 

Thanks for taking the time to reply, 

Kari

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Kari Sheck
M Health Fairview
Hudson WI
(402)651-2617
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Original Message:
Sent: 03-08-2023 12:40
From: James Taylor
Subject: Technology and Recruiting

We do not do remote nursing triage but what I have done with some candidates if that will be their primary role in the clinic is have them shadow for a few hours.  I find this to be helpful especially if they haven't worked on the ambulatory side.  Many nurses do not really understand what happens on this side (me being one of them) until they see it.  

------------------------------
Ryan Taylor MSN, RN, CPN, NE-BC
Director of Medical Practice Management
Memorial Hospital and Health Care Center
Jasper, Indiana
812-996-8489
------------------------------

Kari

I have a centralized RN triage team, almost everyone is remote.  At the time of interview, I inquire about their current work role--and the use of technology within that role.  Be sure to ask probing questions and provide a case scenario in which they would need to multi-task and utilize multiple applications.  I ask them to self assess their technology skills from keyboarding, general use of computers, what devices they use at home, etc.  I also do a speed test to know if they have sufficient internet speeds at home to support the applications we use daily and the expectation to hardwire in for work. 

The centralized triage RN must have a minimum of 3 yrs of clinical experience that would support our team (24/7, primary & specialty nursing care). We assess their critical thinking skills with 4-5 triage scenarios too to get an idea of their basic triage skills.  My recruiter is aware of the skill set and technology skill set I am looking for too.

Gretchen Glassen, RN

Ascension Contact Center - Nurse Triage

Wisconsin

gretchen.glassen@ascension.org

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Gretchen Glassen, RN
Manager
AscensionConnect RN Triage & Phys Answering Svce
Appleton WI
gretchen.glassen@ascension.org
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Gretchen- Can you share more about your centralized model?  How many nurses do you have (RN/LPN?), how many practices and what types do you cover? 

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Katharine Weeks
Director of Clinical Operations
Wentworth Douglass Hospital
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Original Message:
Sent: 03-08-2023 13:33
From: Gretchen Glassen
Subject: Technology and Recruiting

Kari

I have a centralized RN triage team, almost everyone is remote.  At the time of interview, I inquire about their current work role--and the use of technology within that role.  Be sure to ask probing questions and provide a case scenario in which they would need to multi-task and utilize multiple applications.  I ask them to self assess their technology skills from keyboarding, general use of computers, what devices they use at home, etc.  I also do a speed test to know if they have sufficient internet speeds at home to support the applications we use daily and the expectation to hardwire in for work. 

The centralized triage RN must have a minimum of 3 yrs of clinical experience that would support our team (24/7, primary & specialty nursing care). We assess their critical thinking skills with 4-5 triage scenarios too to get an idea of their basic triage skills.  My recruiter is aware of the skill set and technology skill set I am looking for too.

Gretchen Glassen, RN

Ascension Contact Center - Nurse Triage

Wisconsin

gretchen.glassen@ascension.org

------------------------------
Gretchen Glassen, RN
Manager
AscensionConnect RN Triage & Phys Answering Svce
Appleton WI
gretchen.glassen@ascension.org
------------------------------

Hello Gretchen, 

Thank you for taking the time to respond, we have added questions in our interview, really focusing on the tech intensive portion, navigating multiple computer systems while speaking with patients. We were asking in some format to describe their experience utilizing multiple computer programs and typing while talking, or recent example of using multiple programs when providing patient care. Just hasn't been as successful as we would hope. 
I like to see that you have similar requirements for experience as our team as well. 

Thank you again, 

Kari

------------------------------
Kari Sheck
M Health Fairview
Hudson WI
(402)651-2617
------------------------------

Original Message:
Sent: 03-08-2023 13:33
From: Gretchen Glassen
Subject: Technology and Recruiting

Kari

I have a centralized RN triage team, almost everyone is remote.  At the time of interview, I inquire about their current work role--and the use of technology within that role.  Be sure to ask probing questions and provide a case scenario in which they would need to multi-task and utilize multiple applications.  I ask them to self assess their technology skills from keyboarding, general use of computers, what devices they use at home, etc.  I also do a speed test to know if they have sufficient internet speeds at home to support the applications we use daily and the expectation to hardwire in for work. 

The centralized triage RN must have a minimum of 3 yrs of clinical experience that would support our team (24/7, primary & specialty nursing care). We assess their critical thinking skills with 4-5 triage scenarios too to get an idea of their basic triage skills.  My recruiter is aware of the skill set and technology skill set I am looking for too.

Gretchen Glassen, RN

Ascension Contact Center - Nurse Triage

Wisconsin

gretchen.glassen@ascension.org

------------------------------
Gretchen Glassen, RN
Manager
AscensionConnect RN Triage & Phys Answering Svce
Appleton WI
gretchen.glassen@ascension.org
------------------------------

Hi Kari: 

In my current role i am supporting the orientation of telehealth nurses completing remote afterhours support.  In my previous role, I helped support clerical in a few virtual programs.  Both require different skill sets as well as multitasking.  I have found shadowing to be helpful to 'weed' out those that might find it overwhelming.  Having said that, if they express an interest - I let them know that the program would help support their success.  As well, i always find developing checklists (I love them) helpful.  

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Barbara-Anne Maier
Director, Clinical Operations Carechart and CAREpath
Bayshore Healthcare
Guelph ON
437-324-7482
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Thank you Barbara-Anne. Sounds like figuring out a way for them to shadow pre-offer may be the next step for us to try. 
I appreciate you taking the time to reply! 

Kari

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Kari Sheck
M Health Fairview
Hudson WI
(402)651-2617
------------------------------

Original Message:
Sent: 03-09-2023 09:20
From: Barbara-Anne Maier
Subject: Technology and Recruiting

Hi Kari: 

In my current role i am supporting the orientation of telehealth nurses completing remote afterhours support.  In my previous role, I helped support clerical in a few virtual programs.  Both require different skill sets as well as multitasking.  I have found shadowing to be helpful to 'weed' out those that might find it overwhelming.  Having said that, if they express an interest - I let them know that the program would help support their success.  As well, i always find developing checklists (I love them) helpful.  

------------------------------
Barbara-Anne Maier
Director, Clinical Operations Carechart and CAREpath
Bayshore Healthcare
Guelph ON
437-324-7482
------------------------------