screening applicants for telephonic triage

[cab6e3]

Hi, I am a new supervisor in a call center and would like to know if anyone out there can assist me. I am having trouble deciding who would be a good fit for telephonic triage. Is anyone using a screening process for applicants?

Do you have a test for them to determine their knowledge base and abilities. I look for RNs w either ED, CCU, ICU that have at least 5 yrs of experience. I look at computer skills, verbal skills. I think I have a good candidate and then when I get them in training, I see they are not. Most of the time things work out, but my medical director wants to see some type of screening process, in writing, developed. Any assistance would be appreciated.

Thanks.

cab6e3

[peachesRN]

fonenurse,

Thank you so much for your response. If "CV" refers to my resume, I'll take another look at it's format. I just don't get the big deal about being from LTC. Assessment is assessment and we certainly do so daily. Is it that we don't see cases of SARS...or AIDS...or some other medical, surgical, or psych situation exclusive to the younger population?...just venting. I'm just having trouble finding a position.

LTC staffing is becoming completely unacceptable, and I'm being polite. I've always beeen drawn to teaching, but a good staff development position is hard to come by. So, I thought that I'd take one of those acute care refresher courses this summer. Then I'd spend a year or so in a hospital setting in SoCal or maybe NC. That may make me more marketable (say that three times fast:) ) and see what I'm missing "out in the world". Wish me luck!

[Fonenurse]

Hi PeachesRN - for us, w require someone with a real breadth of experience as that is the type of patients we deal with - everything basically! I guess it depends on what companies you are applying to, and what sort of case load they deal with. Yes, CV = resume - sorry, UK talk! I suggest you do some digging about what companies you are wanting to work for and the types of patient / client they work with - this will guide you more to the type of experience that might be useful to acquire.

LTC is great experience and I think is greatly underrated, but you don't necessarily come across the variety of situations where you will need some other acute experience. I would suggest if you know any of the names of companies that you would like to work for, you surf the net and see what their company info says - in the UK we have www.nhsdirect.nhs.uk http://www.nestor-primecare.com/ and http://www.bupa.com/ that are the main employers of telephone triage nurses. I'm not sure what the US equivalents are - but you can see the diversity of our main 3 from their websites.

I do wish you all the luck in the world - I love telephone triage - it's challenging and very diverse, but great.

[peachesRN]

Hi Fonenurse!

Thanks again for all your help. Seems that you have chosen the perfect career for yourself in advice nursing. You have been open and informative. Now, since I've been of no help to cab6e3 or Rigby, my apologies and well wishes to them. Perhaps this thread can get can back to answers instead of my off-track questions. Be a great day!