PhoneRN/TriageLogic

1. PhoneRN/TriageLogic WELCOME ABOARD 2013

2. WELCOME ABOARD!!

3. Welcome to PhoneRN/Triage Logic Welcome to PhoneRN/Triage Logic. We are excited to have your join our team! Your orientation will take you on a new journey with many paths to follow. Some of the new job duties may come easily while others may be more challenging. Remember to have patience with yourself and your trainer. Our goal during orientation is to provide you with the basic knowledge of the many duties performed at the call center. We do not expect you to perfect them immediately, only to be made aware of them. By the end of 4 weeks you will be ready to take calls independently, but don’t worry- You always have an excellent support system waiting to help you if needed!

4. Pace yourself… • Work on one thing at a time. In the end, this will allow you the background to answer a caller’s question with basic information and the ability to search in Triage Logic for more information. That means you do not have to have all the answers but have the ability to find the best resource for the caller so the question can be answered.

5. What to expect during orientation • During orientation you will spend time with several people and a mentor/trainer will be assigned to you. There will be time designated for independent study (work and reading you are expected to do independently) and time designated to work with your trainer where you can ask questions about your assignments/readings/power points, learn the software, practice entering mock calls and navigating through the protocols. • Refer to your checklist to make sure you are on track and moving forward.

6. Who are We? • Developed in 2005, Triage Logic is a corporation located in Jacksonville, Florida. We are a leading provider of quality, state of the art telephone triage nurse software and after hours nurse triage services.

7. Founders… Dr. Charu Raheja has a passion for using finance and economics to create business solutions that help people. She received her PhD in finance from NYU, and served as a finance professor at both Vanderbilt University and Wake Forest. In May, 2013, Dr. Raheja dedicated her skills and expertise to TriageLogic Full time, becoming the new CEO to further the company’s focus on providing cost effective quality solutions in health care

8. DrRaviRaheja, MD - Medical Director and COO • MD: Robert Wood Johnson Medical School, New Jersey • Pediatric Residency: Schneider Children’s Hospital, New York • Special interests: General pediatrics, medical education and medical information technology

9. PhoneRN Nurse Managers • Cyndi Heaton: Cyndi.Heaton@triagelogic.com • Cell: 757-705-0784 • Lori Rassmussen: Lori.Rassmussen@triagelogic.com • Cell: 1-410-474-2409 • Marci Lawing: Marci.Lawing@triagelogic.com • Cell: 757-604-4756

10. DEPARTMENT ORGANIZATION/STRUCTURE • Charu Raheja: CEO • Ravi Raheja: Medical Director • Amy Smith: Marketing/Sales • Cecilia: Web Design • Liz Pevytoe– Client Relations Manager • Cyndi Heaton: Nurse Manager/PhoneRN • Lori Rasmussen: Nurse Manager/PhoneRN • Marci Lawing: Nurse Manager/PhoneRN

11. Our Mission Statement Our mission is to continue to lead the field of nurse triage and software development. We commit our expertise, compassion and reliability to services that exceed expectations of medical professionals and their patients. "Taking care of our communities one call at a time"

12. The Purpose • The purpose of our existence is to improve the health status of all of our patients by delivering quality and efficient healthcare. We strive continuously to prefect service and exceed customer expectations. • These services are organized in a manner that assures value by providing quality and cost-effective care and services.

13. We Believe… • We believe in wellness and in lifelong learning. We value and praise teamwork, fairness, and respect for one another. We are proud of our accomplishments in moving the field of Teletriage forward.

14. We follow Schmitt/Thompson Protocols (nationally recognized Teletriage Guidelines

15. About Barton Schmitt, MD • Barton D. Schmitt, MD, FAAP is Professor of Pediatrics at the University of Colorado School of Medicine, and Director of the Sleep Disorder Clinic and Encopresis-Enuresis clinic at The Children's Hospital of Denver. He has written more than 100 articles as well as the book Pediatric Telephone Protocols. Dr. Schmitt received the 2004 American Academy of Pediatrics Education Award.

16. About David Thompson, MD • David Thompson, MD is board certified in emergency medicine and internal medicine, and is on the emergency department clinical faculty at Northwestern Memorial Hospital, Chicago. He is the author of Adult Telephone Triage Protocols 2nd Edition.

17. IMPORTANT INFORMATION YOU WILL NEED.. • Hire Date: • Triage Logic website https://phonern.phonetriage.net • Triage Logic Back up Site: https://phonern-west.phonetriage.netUser name: • Password: • How to access nurse schedule: Nimble • Must us IE 8 or 9 for optimal performance • Must have a secured office (room with door away from noise or family)

18. FIRST 12 WEEKS • You will be in a “probationary status” for a period of 12 weeks. During this time you will be working directly with your Mentor and the Manager on duty. You will be required to do some independent reading and will have phone time with your trainer to answer any questions and to do “mock calls’, listen to live calls and then eventually take live calls with your trainer listening and available for any questions/concerns. Independent reading should take no more than 1.5 weeks to allow for time for the live call portion of training. • Orientation will move quickly so be sure to have your reading completed and enter some “test” calls on your own so you can practice navigating through the software. It is always comforting to the parent/caller if the nurse does not sound scripted or anxious (this will come with time and lots of practice!) Please write down any questions that arise during your independent reading and text/call or email them to your mentor so they can be addressed during your scheduled phone meetings. • You will be emailed an orientation checklist to help keep you on track and moving forward.

19. If at any time during the training process, you feel unsure of what you should be doing or if you are on track, please contact your mentor. Someone s ALWAYS available to help reassure and guide you.

20. Once you are released from training and start working your hours on the schedule you call still call the manager on DUTY during the hours you work (see nurse schedule) anytime you feel uncertain about the protocol you need to use, problems that arise during your shift or any other questions or concerns. Patients will understand if you have to briefly place them on hold as long as you ask their permission first and return to the phone promptly. Your mentor will review each call you take and provide feedback- you will meet with her and go over any questions/concern/problems that you had with your calls during your schedule meeting. This is part of the training process and is meant to help you feel more confident/comfortable the next time you take a similar call! We were new at this at one time and understand that it can be difficult to remember all the details! Believe me when I say “In six months, you will be feeling MUCH more confident and comfortable with these calls”.

21. At the end of the probationary period, your mentor will conduct an evaluation of your work. Some of the criteria may include; posttest on protocols; attendance/timeliness when signing on, Q/A of notes, patient evaluation surveys (if applicable), handling the call volume, use of protocols and addendums efficiently, and calling the manager on duty when appropriate. Once your check list is completed and you have successfully transitioned to taking live calls, “orientation” will be considered officially ended.

22. PhoneRN TERMINATION POLICY- PhoneRN • PhoneRNmanagement may choose to terminate a contract with any nurse before completion of the probationary period for the following: • Failure to complete training in a timely fashion • Failure to obtain malpractice insurance • Failure at any level to become part of the PhoneRN team approach • Inability to incorporate standards set by PhoneRN into the Triage process • Contracted Nurse may choose to terminate a contract any time before the completion of the probationary period with written notice. If resigning AFTER the probationary period has been completed a two week written notice is requested.

23. YOUR TRAINING SCHEDULE • Your training checklist will be emailed to you at the beginning of your orientation/training • NOTE: YOU MUST HAVE MALPRACTICE INSURANCE PRIOR TO TAKING LIVE CALLS (SO W/IN 2 WEEKS OF STARTING ORIENTATION).

24. Typically Training consists of.. • Pre Hire Interview and Secondary Interview via WebEx w/ all 3 managers • Contract and Job Description will sent from TriageLogic • A Welcome PPT, Orientation Checklist and Intro to TeleTriage video will be emailed to you • Time will be scheduled to meet with a manager to do “mock” calls and learn the TriageLogic software • You will be given lots of scenarios that you can practice entering into TriageLogic (get your friends/neighbors/family to help-they an be the patient while you ask the nurse triage questions!) • Time to listen/observe while a manager takes calls • Manager will listen/observe while you take calls • Once checklist is completed and returned you will meet with Cyndi and put on the schedule to take client calls!

25. First 6 months • For the first six months at the Call Center, your performance will be considered NOT RATED. However, your statistics are kept to record improvement and to note area’s that require additional training. We ask you to keep a positive attitude and consider your orientation as a learning experience. At the end of six months, with help from the staff and management you will be able to meet performance standards.

26. MISCELLANEOUS HELPFUL INFORMATION

27. Supplemental Programs • Review your Policy and Procedure Manual frequently • Nimble (schedule)- clocking in/out for shifts • Triage Logic website • You will be getting usernames and passwords for the above during your training.

28. Getting Paid… • You will be mailed a check monthly for hours worked the previous month.

29. Checking your monthly work schedule • Sign on to : Triagelogic.nimbleschedule.com • Here you will see your monthly schedule and have the ability to switch shifts with your coworkers (both must sign off and agree). • Here is where you will sign in at the beginning of each shift so you get paid! • You will get a username and password

30. ENTERING FAKE CALLS ON TRIAGE LOGIC • You will be putting calls into the system, starting at ANSWERING SERVICE tab: • USING: ”FAKE” in the name: (EXAMPLE) Fake John Fake Smith • USING: Under MD/PRACTICE NAME start typing “New” and choose a test MD from the drop down box that appears • Add all patient demo info to the note. • You will MAKE UP the information used, pretending like you are talking to the pt/parents. (a list of scenario’s will be given to help with this) • Use your protocols to ask the questions and your advice to fill in nursing advice. • AGAIN, PUT CALLS IN ONE AT A TIME AND COMPLETE THE CALL BEFORE, PUTTING IN ANOTHER CALL • MAKE SURE when you are through with the note YOU HIT “CALL COMPLETE” so it clears out of the system. • Go ahead and Click on FAX.

31. LIVE CALL TRAINING!

32. Starting Live Call Training • Once you have completed your independent study, entered mock calls and reviewed/documented your case scenario’s in Triage Logic you will be ready to listen/watch to your mentor/trainer taking live patient calls. • This will be arranged according to your trainers work schedule- the hours she is scheduled to be taking patient calls. A WebEx meeting will be coordinated and you will be conferenced in while she calls the patient back. Your role during this phase is observation only. You will be expected to listen for up to 12 hrs. • Following your 12 hours of listening/watching, the roles will be reversed and you will be taking the live calls as your mentor observes/listens. Your mentor will listen up to 16 hrs while you triage calls. Once you have taken live calls w/ your mentor listening, we will reevaluate your readiness to take calls independently w/o a mentor/training listing in.

33. REMEMBER…. • Even after you are released from training and start working hours on the schedule, you will have a manager on duty at all times to call if you feel uncertain about a protocol, what disposition to choose or run into any other concerns. • NEVER REFUSE TO PAGE AN MD • NEVER GO OUTSIDE OF TRIAGELOGIC FOR INFORMATION (UNLESS IT IS AN APPROVED WEBSITE) • DO NOT USE GOOGLE

34. TRIAGE LOGIC SOFTWARE OVERVIEW Your trainer or Manager on Duty will go over how to navigate through Triage Logic and make sure you have a username and password for Triage Logic so you can enter Test/Mock calls.

35. OUR PERSONAL GOAL… • It is our goal to make sure that you are successful, confident and comfortable in your role as Remote Triage Nurse! • We will do everything on our end to make sure that you are properly trained and have all of the resources you will need to do your job efficiently. • If you have any questions or feel that we have not addressed any of your concerns please let us know, you can email your mentor/trainer or Dr. Raheja personally! We are all happy to help! • Here’s to a Long and Happy relationship her at PhoneRN/Triage Logic!