20 Telephone Triage Nurse Interview Questions and Answers

As a telephone triage nurse, you’ll be responsible for helping patients over the phone. Whether it’s answering questions about their symptoms or providing advice on what to do next, your role is an important one.

Before you can start working in this role, however, you have to make sure you ace the interview. To help you get ready and feel confident during your interview, we’ve compiled some of the most common telephone triage nurse interview questions—along with tips on how to answer them.

1. What is your experience with telephone triage nursing?

Telephone triage nurses must be able to think quickly and accurately assess patient needs over the phone. They must be familiar with medical terminology and possess a deep understanding of medical issues. By asking this question, the interviewer is looking to get a sense of the applicant’s experience and knowledge in this area.

How to Answer:

To answer this question, you should provide a brief overview of your experience with telephone triage nursing. Talk about any relevant courses or certifications you have completed and how long you have been working in this area. If you have worked as a telephone triage nurse for a specific organization or institution, talk about the type of patients you dealt with and the work you did on a daily basis. Be sure to emphasize that you are knowledgeable about medical terminology, patient assessment, and other related topics.

Example: “I have been working as a telephone triage nurse for the past three years. During this time, I have worked with a variety of patients and handled calls related to both acute and chronic medical issues. I am certified in advanced cardiac life support (ACLS) and have completed courses on telephone triage nursing. I am also well-versed in medical terminology and have extensive experience assessing patient needs over the phone. My experience has given me an excellent understanding of how to quickly assess patient needs, provide information about treatments or medications, and refer them to other healthcare professionals if needed.”

2. Describe a time when you had to assess and manage a patient’s condition over the phone.

Telephone triage nurses are responsible for assessing and managing a patient’s condition over the phone. This requires the nurse to have a strong understanding of medical protocols, symptoms, and treatments, as well as the ability to accurately assess a patient’s condition and provide appropriate advice. The interviewer wants to know if you have the skills, experience, and knowledge to do this job.

How to Answer:

To answer this question, you should provide a specific example of a time when you had to assess and manage a patient’s condition over the phone. Start by describing the situation, including any relevant details such as the patient’s age, medical history, and symptoms. Then explain how you assessed the patient’s condition and what advice you gave them. Finally, discuss how your intervention impacted the outcome for the patient.

Example: “I have extensive experience working as a telephone triage nurse and I understand the importance of managing difficult conversations with compassion. When speaking with patients or family members over the phone, I always strive to be both factual and empathetic. To do this, I use active listening techniques such as repeating back what they say to ensure accuracy and understanding. If a conversation becomes emotionally charged, I’ll take a step back and explain that it’s important for us to remain calm so we can discuss the situation in an effective manner. My goal is to provide accurate information while also being compassionate and understanding.”

3. How do you handle difficult conversations with patients or family members?

Telephone triage nurses are responsible for assessing patients’ and family members’ symptoms and making decisions on the best course of action. This can often require difficult conversations, as the nurse has to provide accurate information while also remaining compassionate and understanding. An interviewer will want to know how you handle such conversations, as it is an important part of the job.

How to Answer:

To answer this question, you should talk about your approach to handling difficult conversations. Explain that you understand the importance of being both factual and compassionate when speaking with patients or family members. Mention the techniques you use to remain professional while also conveying empathy and understanding, such as active listening and repeating back what they say to ensure accuracy. You can also discuss how you handle emotionally charged situations and any strategies you have for de-escalating a conversation if it becomes heated.

Example: “I understand that difficult conversations are an unavoidable part of being a telephone triage nurse. Whenever I have to speak with a patient or family member, I always take the time to listen carefully and repeat back what they say so that I can be sure I’m accurately understanding their issue. I also try to remain as compassionate and understanding as possible while still providing factual information. If a conversation becomes emotionally charged, I focus on de-escalating it by speaking in a calm and measured tone and using language that is respectful and nonjudgmental.”

4. Explain how you would prioritize calls from multiple patients in need of assistance.

Telephone triage nurses are expected to prioritize calls from multiple patients while still providing quality care. This question helps the interviewer understand how you would make decisions and assess the severity of each call. Knowing how to prioritize calls is important, as it helps ensure the most urgent calls are addressed first.

How to Answer:

In your answer, it’s important to emphasize that patient safety is the top priority. You should explain how you would assess each call quickly and efficiently in order to determine which calls need immediate attention. Additionally, you can discuss your experience with triage protocols and how you use them to prioritize calls. Finally, you should mention any strategies you have for managing multiple calls at once and how you remain organized when dealing with a high volume of calls.

Example: “When prioritizing calls, my first priority is always patient safety. I use a triage protocol to quickly assess the severity of each call and prioritize them accordingly. I also have experience managing multiple calls at once, including using strategies such as taking detailed notes during each call so I can easily refer back to them later. Additionally, I remain organized by creating a system for tracking all incoming calls and assigning them a priority level. This helps me ensure that I’m addressing the most urgent calls first while still providing quality care for all patients.”

5. What strategies do you use to ensure accurate documentation of patient information?

Accurate documentation is essential in any medical setting, especially when it comes to phone triage nurses. Your interviewer needs to know that you understand the importance of taking detailed notes and accurately recording patient information. This will help ensure that the right follow-up care is provided and that any medical advice given over the phone is appropriate for the patient’s situation.

How to Answer:

When answering this question, you should emphasize your knowledge of medical documentation standards and protocols. Explain that you understand the importance of accurate documentation and use strategies such as double-checking patient information for accuracy, taking detailed notes during phone calls, asking clarifying questions if needed, and recording all relevant information in an organized manner. You can also mention any additional steps you take to ensure accuracy, such as using templates or electronic health records systems.

Example: “I understand the importance of accurate documentation in a phone triage setting. I use several strategies to ensure that patient information is accurately recorded, such as double-checking all information for accuracy and asking clarifying questions if needed. I also take detailed notes during each call and use templates or electronic health records systems when appropriate. Additionally, I make sure to organize my notes in a way that makes it easy to reference later on, so I can quickly access any relevant information.”

6. Are you familiar with the latest guidelines for telehealth services?

Telephone triage nurses handle a variety of calls from patients seeking medical advice, and must be familiar with the latest guidelines and protocols for telehealth services. This question is meant to test your knowledge and expertise in this area, to ensure you’re up-to-date on the latest regulations and requirements.

How to Answer:

Before the interview, make sure you’ve done your research on the latest guidelines and protocols for telehealth services. Be prepared to discuss any new regulations or requirements that have been put in place since you last practiced as a telephone triage nurse. Additionally, explain how you stay up-to-date on the latest developments in this area and what steps you take to ensure you are following all applicable guidelines.

Example: “I am very familiar with the latest guidelines for telehealth services, as I stay up-to-date by regularly reading industry publications and attending conferences. I also have experience implementing new protocols in my previous role as a telephone triage nurse, so I’m confident that I can quickly adapt to any changes or updates. Additionally, I take pride in understanding all relevant regulations and requirements and making sure I follow them correctly.”

7. How do you stay up-to-date on changes in healthcare regulations and laws?

Healthcare is an ever-evolving field, and it’s important for healthcare professionals to stay up-to-date on the latest regulations and laws. This question gives the interviewer an idea of how you stay informed of the changes in the industry and whether you have the ability to adapt to new regulations. It also shows that you have a good understanding of the healthcare industry as a whole and its impact on your job.

How to Answer:

You should be prepared to talk about the resources you use to stay informed of changes in healthcare regulations and laws. This could include attending conferences, reading industry publications, or subscribing to newsletters. You can also mention any professional organizations that you are a part of, such as the American Association of Nurse Practitioners (AANP). It’s important to show that you have an awareness of the latest developments in healthcare and how they affect your job.

Example: “I stay up-to-date on changes to healthcare regulations and laws by attending conferences, reading industry publications, subscribing to newsletters, and following professional organizations such as the American Association of Nurse Practitioners (AANP). I also make an effort to keep abreast of any new medical technologies or treatments that are being developed in order to provide the best care possible for my patients. Additionally, I’m always looking for ways to improve my triage skills and stay informed about any changes in the field.”

8. Describe your approach to providing patient education over the phone.

As a telephone triage nurse, a large part of your job is providing patient education over the phone. This can be a tricky task, as it requires you to be able to explain complex medical concepts in a way that patients can understand. The interviewer wants to make sure that you are able to do this in a clear and concise manner.

How to Answer:

When answering this question, you should focus on how you tailor your patient education to each individual. Explain that you take the time to understand the patient’s individual needs and provide them with information that is relevant to their situation. You can also mention any special techniques or methods you use to ensure that patients understand what you are saying, such as using diagrams or providing written materials for reference. Finally, emphasize that you always make sure to answer any questions the patient may have in a clear and concise manner.

Example: “When providing patient education over the phone, my approach is to tailor my explanation to the individual needs of the caller. I take the time to understand their situation and provide them with information that is relevant to their specific needs. I use diagrams and other visual aids to help explain more complex concepts, and I always provide written materials for reference. I also make sure to answer any questions the patient may have, and I always strive to make sure that they fully understand what I am saying.”

9. What are the most important considerations when assessing a patient’s condition remotely?

Telephone triage nurses provide medical advice to patients via phone, so they need to be able to assess a patient’s condition accurately without seeing them in person. This question allows the interviewer to gauge your understanding of the unique challenges of assessing a patient’s condition remotely. It’s important to be able to accurately assess symptoms, ask the right questions, and determine the best course of action for the patient.

How to Answer:

Start by discussing the importance of obtaining a thorough patient history. Ask questions to uncover any underlying medical conditions and medications, as well as recent lifestyle changes that could be impacting their health. Explain how you would use this information to assess the patient’s condition and determine if they need to seek further care or can manage their symptoms at home. Finally, discuss how important it is to provide clear instructions for follow-up care, so the patient knows what steps to take next.

Example: “As a telephone triage nurse, it’s important to be able to assess a patient’s condition accurately without seeing them in person. The first step is to obtain a thorough patient history, including any underlying medical conditions, medications, and recent lifestyle changes that could be impacting their health. I then use this information to assess their condition and determine if they need to seek further care or can manage their symptoms at home. Finally, I provide clear instructions for follow-up care so the patient knows what steps to take next. I’ve found that this combination of patient history and instructions helps ensure that the patient receives the best care possible.”

10. How do you determine which symptoms require an immediate visit to the doctor versus those that can be managed at home?

This position requires a nurse to assess patient symptoms over the phone, so the interviewer wants to know that you have the ability to make judgments about which symptoms are serious enough to require urgent medical attention. They’ll also want to know that you have the confidence to make these decisions, as well as the awareness to recognize when a patient should be seen in person.

How to Answer:

You should be prepared to discuss the assessment process you use when determining which symptoms require an immediate visit and those that can be managed at home. You should also mention any protocols or guidelines that you follow, such as consulting with a physician before making a recommendation. Additionally, it’s important to demonstrate your ability to recognize when a patient should be seen in person by discussing how you would handle cases where there is uncertainty about the severity of the symptom.

Example: “When assessing a patient’s symptoms over the phone, I always start by asking a series of questions to get a better understanding of their condition. I then use my clinical experience, as well as any protocols or guidelines that are in place, to determine whether the patient should be seen in person or if the symptoms can be managed at home. I always err on the side of caution and will consult with a physician if I am unsure about the severity of the symptoms. In addition, I make sure to explain the rationale for my recommendation to the patient, so they understand why I am suggesting a certain course of action.”

11. What steps do you take to ensure patient confidentiality during a telephone call?

Confidentiality is a cornerstone of healthcare, and as a telephone triage nurse, you’ll be dealing with confidential information, such as patient records and medical histories. Interviewers want to make sure you understand the importance of privacy, and that you’re aware of the steps you need to take to protect patient information.

How to Answer:

Start by mentioning the policies and procedures you follow to ensure patient confidentiality. This could include things like verifying a patient’s identity before discussing any information with them, using secure systems for recording and storing confidential data, and adhering to HIPAA guidelines. You can also talk about how you educate patients on the importance of maintaining their privacy, such as reminding them not to share personal information over the phone or online. Finally, emphasize that you understand the importance of protecting patient confidentiality and take it seriously.

Example: “I always take the utmost care to protect patient confidentiality during phone calls. I am very familiar with HIPAA guidelines and I make sure to follow them to the letter. I also use secure systems for recording and storing confidential information. Additionally, I remind patients to keep their personal information private and not to share it over the phone or online. I understand the importance of protecting patient confidentiality and take it very seriously.”

12. How do you handle a situation where a patient refuses to follow medical advice?

Telephone triage nurses are often the first line of contact when patients call in with medical concerns. It’s important that you can handle a situation where a patient refuses to follow medical advice. You need to be able to effectively communicate and explain why a particular course of action is necessary, while still respecting the patient’s right to make their own decisions.

How to Answer:

Start by acknowledging the patient’s right to make their own decisions. Then, explain why following medical advice is important for their health and safety. Provide resources that they can access if they need more information about a particular course of action. Finally, offer alternative solutions that may be more palatable to the patient while still ensuring they get the care they need.

Example: “I understand that it can be difficult to follow medical advice when it conflicts with personal beliefs. In these situations, I always start by acknowledging the patient’s right to make their own decisions. I explain why following medical advice is important for their health and safety, and provide resources that they can access if they need more information about a particular course of action. I also offer alternative solutions that may be more palatable to the patient while still ensuring they get the care they need. I believe that providing patients with the information they need to make an informed decision is the best way to ensure they get the care they need.”

13. Describe your experience working with electronic health records (EHR) systems.

In healthcare, patient records are a critical part of providing quality care, and EHR systems are the most efficient way to store and access this information. As a telephone triage nurse, you’ll need to be comfortable with navigating EHR systems to quickly and accurately assess a patient’s medical condition and provide appropriate advice. This question is designed to understand your skills and experience with EHR systems, as well as your general comfort level with technology.

How to Answer:

Start by describing your experience with EHR systems. If you’ve used multiple different EHRs, talk about the differences between them and what you learned from each one. If you haven’t had much experience, explain any technology-related courses or certifications that you have completed and how they will help you in this role. You can also discuss any challenges that you have faced when working with EHRs, such as navigating complex menus or troubleshooting technical issues. Finally, emphasize your ability to learn quickly and adapt to new technologies.

Example: “I have extensive experience working with EHR systems, including both Epic and Cerner. I’ve been trained to input patient data quickly and accurately, and I’m comfortable navigating complex menus to find the information I need. I’ve also faced the occasional technical issue and have been able to troubleshoot and resolve them in a timely manner. I’m confident that my experience and my ability to learn quickly and adjust to new technologies make me an ideal candidate for this role.”

14. Do you have any experience with using video conferencing software for remote consultations?

In a traditional office setting, telephone triage nurses are often responsible for answering incoming calls and providing medical advice to those who are calling in. However, in a remote work environment, telephone triage nurses may be asked to use video conferencing software to provide remote consultations. This question allows the interviewer to assess the candidate’s experience with this type of technology and how comfortable they are with using it.

How to Answer:

If you have experience with using video conferencing software, it’s important to explain what type of software you are familiar with and how comfortable you are with using it. You should also discuss any remote consultations that you have conducted in the past using this software and explain how successful they were. If you do not have any experience with using video conferencing software, you can still answer this question by discussing your comfort level with learning new technologies and your willingness to learn how to use the software if given the opportunity.

Example: “Yes, I have experience with using video conferencing software for remote consultations. I am very familiar with Zoom, Microsoft Teams, and Skype and I have conducted several successful remote consultations using these platforms. I am comfortable with learning new technologies, so I am confident that I could learn and use any video conferencing software that is required for this role.”

15. What strategies do you use to build trust and rapport with patients over the phone?

Telephone triage nurses don’t have the advantage of being able to see their patients in person, so building trust and rapport over the phone is essential for them to be successful. Interviewers want to know that you understand the importance of creating a safe and comfortable environment for patients to open up and share their medical information. They’ll also want to hear how you go about building trust with someone who you’ve never met in person.

How to Answer:

You should come prepared to answer this question with specific examples of strategies you use. You can talk about how you introduce yourself and the purpose of the call, ask questions to get to know the patient better, listen actively and show empathy, take time to explain medical terms or procedures in layman’s terms, and follow up with patients after their appointment. Additionally, if you have any experience working with a diverse group of patients, mention that as well.

Example: “I understand the importance of building trust and rapport with patients over the phone, so I strive to make them feel comfortable from the start. I always introduce myself and explain the purpose of the call, and I take time to ask questions to get to know them better. I also use active listening techniques to show that I’m paying attention and that I care about their concerns. I’m always sure to explain any medical terms or procedures in layman’s terms, and I follow up with them after their appointment to ensure that they’re doing well. I have experience working with a diverse group of patients, so I’m comfortable talking to people from different backgrounds and cultures.”

16. How do you handle a situation where a patient has difficulty understanding instructions?

Telephone triage nurses are responsible for providing medical advice and instructions over the phone, often to people who are in stressful or uncertain situations. This can be a difficult job, since the nurse must be able to communicate effectively with the patient and ensure that the patient understands and follows the instructions. By asking this question, the interviewer is looking to see if you have the skills necessary to handle this type of situation.

How to Answer:

To answer this question, you should discuss the steps that you would take to ensure that the patient understands your instructions. This could include speaking slowly and clearly, repeating yourself if necessary, asking questions to make sure that the patient has understood what you said, and providing written instructions or resources for further reference. You should also emphasize any experience that you have had in similar situations, such as working with patients who are elderly or have limited English proficiency.

Example: “When a patient has difficulty understanding instructions, I start by speaking slowly and clearly, and repeating the instructions if necessary. I also ask questions to make sure that the patient has understood what I said, and if necessary, I provide written instructions or resources for further reference. I also draw on my experience working with elderly patients and those with limited English proficiency to ensure that I’m communicating effectively and that the patient understands my instructions.”

17. What do you do if a patient calls back after receiving treatment advice but still feels unwell?

This question is designed to assess the nurse’s ability to appropriately assess and triage patient phone calls. It is important for the nurse to be able to determine if the patient’s symptoms have changed or worsened, and if further medical attention is needed. The interviewer wants to make sure that the nurse is able to assess the situation quickly and make the best decision for the patient.

How to Answer:

The best answer to this question would be to explain that you would assess the patient’s symptoms, ask additional questions if needed, and determine if further medical attention is necessary. You could also mention that you would provide the patient with additional treatment advice or resources as appropriate. Additionally, it may be helpful to emphasize your ability to remain calm and professional in stressful situations, as well as your commitment to providing excellent patient care.

Example: “If a patient calls back after receiving treatment advice but still feels unwell, I would first assess the patient’s symptoms and ask additional questions if needed. I would then determine if further medical attention is necessary, and provide the patient with additional treatment advice or resources as appropriate. I understand the importance of remaining calm and professional in stressful situations, and I am committed to providing excellent patient care.”

18. How do you handle a situation where a patient is not responding to treatment?

This question is designed to test your ability to think on your feet, assess a situation, and come up with a solution. Telephone triage nurses need to be able to recognize when a situation is escalating and take appropriate action. You should be able to explain how you would handle a situation where a patient is not responding to treatment and what steps you would take to ensure the patient gets the best care possible.

How to Answer:

The best way to answer this question is to provide an example of a time when you had to handle a similar situation. Describe the steps you took, such as gathering additional information from the patient or family members, consulting with other medical professionals, or referring the patient for further treatment. Explain how your actions ultimately resulted in the best outcome for the patient and why it was the most appropriate solution.

Example: “I recently had a patient who was not responding to treatment for a chronic condition. I consulted with their primary care physician and we decided to refer them to a specialist for further evaluation. I also spoke with the patient’s family members to get a better understanding of the situation and to ensure they had the necessary information and support they needed. In the end, the patient received the appropriate treatment and was able to manage their condition more effectively.”

19. What do you do if a patient calls with a non-urgent issue outside of normal business hours?

Telephone triage nurses are the first line of care for many patients and are responsible for assessing a patient’s needs and determining the appropriate course of action. This question helps the interviewer understand how you approach patient care and how you would handle a situation outside of regular business hours, as many patients call for advice on non-urgent issues after hours. It’s important for a telephone triage nurse to be able to assess a patient’s needs quickly and accurately and provide the appropriate care, even when the office is closed.

How to Answer:

When answering this question, you should focus on how you would assess the patient’s needs and provide the appropriate advice. Explain how you would use your knowledge of medical protocols to determine whether the issue is urgent or non-urgent, and if it’s non-urgent, explain what steps you would take to address the issue. You could also discuss strategies for providing resources to the patient so they can get the help they need, such as referring them to a specialist or providing information about community health services.

Example: “If a patient calls with a non-urgent issue outside of normal business hours, I would first assess the severity of their issue and determine whether it is something that can wait until the office opens or if it needs immediate attention. If it is a non-urgent issue, I would provide the patient with resources to help them address the issue, such as referring them to a specialist or providing information about community health services. I would also offer to provide follow-up advice if the patient needs it. I believe that it is important to provide patients with the resources they need to get the help they need, even when the office is closed.”

20. Describe a time when you had to provide emotional support to a patient over the phone.

The job of a telephone triage nurse is more than just giving medical advice over the phone; it’s also about providing emotional support to patients. This question gives the interviewer a chance to assess your communication and empathy skills — two key qualities for this job. Your answer should demonstrate that you understand the importance of creating a safe and supportive environment for patients, even when you can’t be physically present with them.

How to Answer:

To answer this question, think of a time when you had to provide emotional support to a patient over the phone. Describe the situation in detail and explain how you were able to create a safe and supportive environment for the patient. Talk about the strategies you used to show empathy and compassion, such as active listening and using open-ended questions. Be sure to emphasize the positive outcome of your actions — for example, if the patient felt more comfortable after speaking with you or was better able to manage their condition.

Example: “I once had a patient who was feeling overwhelmed and anxious after being diagnosed with a chronic condition. I could tell he was really struggling, so I took the time to really listen to him and asked open-ended questions to help him express his feelings. I also validated his emotions and reminded him that he was not alone in this. I reassured him that I was there to provide support and resources, and I offered to connect him with a support group. After our conversation, he felt much more relieved and better equipped to manage his condition.”