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
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
The RN Phone Triage Nurse provides clinical assessment, triage, and care coordination for patients through telephone and electronic communication within the clinic setting. This role utilizes evidence-based protocols, clinical judgment, and critical thinking 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
