Teletriage Nurse EOI
HybridWaterloo, Ontario, Canada
Job Summary
Conduct telephone and chat triage of medical and mental health concerns, determining priority and appropriate disposition in real time. Make referral decisions across emergency services, ED, urgent care, GPs, and mental health crisis teams, booking appointments on members' behalf where needed. Refer members to Sonder Mental Health, EAP, and partner counselling services including Lifeline and Beyond Blue. Work across multidisciplinary teams to support continuous care and follow up to confirm members received the assistance they needed. Act as a subject matter expert on TeleTriage practice, supporting the wider Operations team with clinical guidance. Contribute to quality assurance and continuous improvement of Sonder's medical triage tools. This full-time contract role requires a Bachelor of Nursing with 5+ years of experience, including a mandatory background in Triage and Emergency Department.
Required Qualifications
- Bachelor of Nursing or equivalent
- current AHPRA registration without restrictions
- 5+ years of nursing experience
- mandatory background in Triage and Emergency Department
- Confidence making autonomous clinical decisions under pressure, both in person and virtually
- Excellent written and verbal communication
- strong attention to detail
- Highly organised
- time management to juggle competing priorities in a fast-paced environment
- Comfort working across multiple technology platforms
- Current National Police Check
- Working with Children Check (or willingness to obtain)
Desired Qualifications
- Background in Telehealth, Operations, or Call/Contact Centres
- Acute mental health experience
- Critical care or ICU experience
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