West County Health Centers share their protocol for RN daily triage of abnormal labs, which is used to assure that critically abnormal labs are dealt with the same day. Guidance is also provided for examples of lab or imaging that does not require expedited action by clinical staff.

This triage sheet from Mercy Indianola describes how the routing for a call among the nine potential recipients is to be determined by its topic.

This job aid from Group Health Cooperative in Washington state describes the hierarchy order used by the automated phone system to look for the appropriate team member who is understood by the system to be logged in and available. It describes the queueing process and both what is seen by staff on the phone lights, as well as what options the patient is given at each step.

Here is an example of medical renewal guidelines from LEAP site Dartmouth-Hitchcock Keene. These guidelines allow team members to identify the need for patient lab work or visits before processing incoming medication renewal requests. The guidelines were developed with provider input so that non-provider team members could safely and efficiently process renewals for a wide class of medications, as indicated in this document.

This two-page graphic from Neighborhood Family practice in Ohio outlines the roles of Patient Advocate, Medical Assistant and Nurse and illustrates how administrative and clerical tasks can be removed from clinical staff's responsibilities, freeing nurses up for triage, patient visits, and patient education.