Skip to main content

More than just a job.

It’s about providing the highest quality patient care by placing the needs of our patients first. At PHSA, you’ll discover a culture of teamwork, professionalism, mutual respect and, most importantly, a life-changing career. Find yours now.

Clinical Secondary Triage Nurse

What you'll do

  • Reporting to the Clinical Operations Manager, Patient Care Communications and Planning, the Clinical Secondary Triage Nurse (CSTN) is responsible for providing safe, competent and ethical secondary triage and care advice over the phone by assessing callers deemed to have low acuity clinical conditions. 
  • Adhering to the College of Registered Nurses of BC standards, operational policies, clinical guidelines and best practices, the Clinical Secondary Triage Nurse follows up with 911 callers/patients that go through Medical Priority Dispatch System (MPDS) triage and are coded as Alpha level low acuity calls.
  • The CSTN conducts a secondary clinical assessment using the Manchester Triage System (MTS) Telephone Triage, a clinical risk management and decision support tool used worldwide to safely manage patient care. They provide self-care advice, suggest alternative pathways to health care services and upgrade events for ambulance response based on the completion of their assessment and clinical expertise.
  • The CSTN will be required to work as part of a multi-disciplinary team in dispatch.
  • Responds to or initiates telephone calls to callers, patients or their designates, by applying their exceptional customer service and therapeutic communication skills.
  • Uses clinical knowledge, advanced clinical triaging skills and their decision-making skills to provide high quality assessment and safe and effective advice.
  • Demonstrates competence in all areas of clinical practice including clinical validation, triaging and assessing patient’s needs over the phone along with providing support and advice by using MTS.
  • Recommends additional resources when required to provide best patient care, such as referrals to other health service providers (811, pharmacists, community health clinics etc.). Where possible assists patients in the correct use of primary care and emergency care services.
  • Uses negotiation skills when necessary and establish concordance with patients on appropriate course of action to take for the level of care determined.
  • Manages all calls in a controlled and professional manner treating all patients with compassion, empathy and respect.
  • Advises patients on self-care as appropriate through the effective evidence-based health care advice supported by Manchester Triage System (MTS).
  • Monitors call flow and contribute to achieving service level targets and maintain standards of patient care.
  • Receives, documents and forwards compliments and complaints from callers/ patients or others to evaluate the quality improvement / risk management of the program. May be required to contribute to incident investigation as requested.
  • Documents and maintains accurate patient care records as required.
  • Attends meetings, training and system updates as requested by Clinical Operations Manager.
  • Adheres to PHSA policies, practices and protocols including privacy and confidentiality of patients.

What you bring

  • Current practicing registration as an RN with the British Columbia College of Nursing Professionals (BCCNP).
  • Minimum of three (3) years’ recent relevant experience in a wide spectrum of acute care, community health, public health or continuing care; including a minimum of one (1) year of recent clinical triage consultation in an emergency department.
  • Experience working in at least one (1) large healthcare setting.
  • Experience working in adult general care and pediatric general care.
  • Experience working in a Tele-Nurse role, including formal Tele-Nurse training would be an asset.
  • Recent related experience in a clinical support role such as instructing, precepting, coaching and mentoring would be considered an asset.

You can/have

  • Ability to communicate efficiently and effectively both verbally and in writing.
  • Ability to give sound advice over the phone.
  • Ability to proactively maintain knowledge of current developments in clinical practice.
  • Ability to adapt to an evolving industry and positively empower changes.
  • Sound clinical decision making capabilities; ability to demonstrate critical thinking skills in clinical care.
  • Understanding of patient management in a primary, secondary, community and tertiary care setting.
  • Awareness of accountability in clinical practice.
  • Evidence of continuous training, learning and professional development.
  • Ability to work in a fast paced, multi-faceted call centre environment.
  • Ability to prioritize multiple demands and work under pressure.
  • Proven team player; ability to work collaboratively in a multi-disciplinary team.
  • Proficiency in computers, relevant software, including keyboarding at 30 words per minute
  • Ability to resolve conflict and promote a positive working environment.
  • Maintains knowledge of evidence based practice as it pertains to British Columbia College of Nursing Professionals (BCCNP).
  • Exceptional customer service skills.
  • Demonstrated listening skills.

What’s in it for you

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
  • Access to more than 2,000 in-house training programs.
  • Enjoy a comprehensive benefits package, including municipal pension plan.
  • 12 annual statutory holidays with generous vacation entitlement and accruement.
  • Flexible work options including flextime, work locations and job sharing (eligibility will vary)
  • Perks include onsite fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job type Regular Full Time
Wage L3,$35.53-46.65/per hour + benefits

Location 302 - 2955 Virtual Way, Vancouver
Hours of work Rotating, Line 9 (12 hours) - 0800-2000 / 2000-0800
Reference number 098028E

What we do

Provincial Health Services Authority (PHSA) plans, coordinates and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose. Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity and hires on the basis of merit, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, backgrounds and experiences, and value a safe, inclusive and welcoming environment

What’s in it for you

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
  • Access to more than 2,000 in-house training programs.
  • Enjoy a comprehensive benefits package, including municipal pension plan.
  • 12 annual statutory holidays with generous vacation entitlement and accruement.
  • Flexible work options including flextime, work locations and job sharing (eligibility will vary)
  • Perks include onsite fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.