Overview
Description
PRIMARY DUTIES
- Perform comprehensive telephonic and electronic nursing assessments to evaluate patient symptoms and determine appropriate level of care
- Utilize standardized triage protocols and clinical judgment to guide care recommendations (e.g., home care, same-day visit, urgent/emergent care)
- Facilitate one-call resolution whenever appropriate, reducing unnecessary follow-up and in-basket messaging
- Document all patient interactions accurately and efficiently in the EHR
- Escalate complex or high-risk cases to providers or appropriate care settings
- Coordinate same-day or next-day appointments based on clinical need
- Manage and respond to in-basket messages, lab results, and patient inquiries within established turnaround times
- Provide patient education, including symptom management, medication guidance, and follow-up care instructions
- Support population health initiatives by identifying care gaps and facilitating appropriate interventions
OTHER DUTIES
- Serve as a clinical resource for CMAs, LVNs, and other care team members
- Collaborate with providers and interdisciplinary teams to optimize workflows and patient outcomes
- Participate in quality improvement initiatives related to access, triage efficiency, and patient safety
- Assist in development and refinement of triage protocols and workflows
- Participate in orientation, training, and competency validation activities
- Maintain compliance with all organizational policies, regulatory requirements, and clinical standards
- Perform other duties as assigned
Qualifications
Registered Nurse (RN) – Triage & Care Coordination
REPORTS TO: Regional Director of Nursing/Practice Manager
POSITION SUMMARY
The RN Phone Triage Nurse provides remote clinical assessment, triage, and care coordination for patients through telephone and electronic communication platforms. This role utilizes evidence-based protocols, clinical judgment, and critical thinking skills to determine appropriate levels of care, promote one-call resolution, and reduce unnecessary in-basket burden for providers and clinic staff. The RN serves as a key clinical decision-maker, ensuring safe, timely, and patient-centered care delivery in alignment with organizational standards.
Bilingual (Spanish/English) candidates and experience with Epic are strongly preferred.
REQUIRED QUALIFICATIONS
- Active Registered Nurse (RN) license in the state of Texas
- Minimum of 1 year of inpatient clinical experience
- Strong clinical assessment and critical thinking skills
- Experience with electronic health records (EHR); Epic preferred
- Excellent communication and patient education skills
- Ability to work independently and collaboratively within a team
PREFERRED QUALIFICATIONS
- Bilingual (Spanish/English)
- Experience in ambulatory care, triage, or nurse call center environments
- Familiarity with evidence-based triage protocols (e.g., Schmitt-Thompson)
SKILLS & COMPETENCIES
- Advanced clinical assessment and triage decision-making
- Strong critical thinking and problem-solving abilities
- Ability to prioritize and manage high-volume patient communication
- Effective patient education and motivational communication
- Proficiency in EHR documentation and in-basket management
- Care coordination and interdisciplinary collaboration
- Leadership and ability to support clinical team members
PHYSICAL AND MENTAL REQUIREMENTS
- Ability to work in an indoor, office-based or remote setting
- Prolonged periods of sitting with frequent computer and telephone use
- Continuous verbal communication and active listening
- Ability to multitask, prioritize, and respond quickly in high-volume situations
- Strong attention to detail and ability to interpret clinical information accurately
- Ability to remain calm and exercise sound judgment in urgent or emergent situations
- Occasional minimal lifting (up to 15 lbs.)
