I have five years of experience in telephone triage, where I assess patient symptoms, provide immediate guidance, and determine the urgency of care without direct patient contact. This requires strong communication skills, the ability to interpret symptoms over the phone, and decision-making based on limited information. Unlike in-person nursing, telephone triage focuses on remote assessment and directing patients to appropriate care, which may include home remedies, urgent care, or emergency services.

During high-volume periods, I prioritize calls based on the severity of symptoms, ensuring critical cases are addressed first. I use efficient note-taking and documentation to track each patient's needs, allowing me to switch between calls seamlessly. Time management and staying calm under pressure are key to maintaining quality care during busy shifts.

I ask clear, open-ended questions to gather detailed information about symptoms, medical history, and any recent changes. I also listen actively and rephrase patient responses to confirm understanding. Using standardized triage protocols and clinical guidelines helps ensure accuracy and consistency in my assessments.

I remain empathetic and patient, acknowledging their concerns and validating their emotions. I use calming language and explain the reasoning behind my recommendations to build trust. If necessary, I escalate the call to a supervisor or suggest they seek in-person care to address their distress.

I regularly attend continuing education courses, participate in webinars, and review updates from reputable medical organizations. I also collaborate with colleagues to discuss new protocols and share best practices. Staying informed ensures I provide the most current and effective care to patients.