Harbor Health
Licensed Vocational Nurse – Clinical Triage
Remote | Clinical Operations | Full-Time
POSITION OVERVIEW
Harbor Health is seeking a compassionate, detail-oriented, and protocol-driven Licensed Vocational Nurse (LVN) to support our centralized clinical triage team. In this remote role, you will follow approved protocol-based workflows to support triage calls through focused data collection, member case preparation, callback coordination, scheduling support, documentation completion, and closed-loop follow-up. You will work collaboratively with our clinical practice team to deliver safe, consistent, member-centered care that aligns with our mission of transforming healthcare through our payvider model.
POSITION DUTIES & RESPONSIBILITIES
Protocol-Based Triage Workflow Support
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Execute approved triage support protocols and monitor assigned Athena and Twilio work queues according to established priority rules
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Match Twilio calls and tasks to the correct Athena member case; identify duplicate, incomplete, mismatched, or misrouted cases
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Route administrative or protocol-eligible work appropriately and support live queue visibility and workflow stability
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Escalate cases when hard-stop criteria are met
Focused Data Collection
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Collect focused member information according to approved protocols, including chief complaint, symptom onset, current symptom status, member location, caller relationship, and callback number
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Document member-reported information accurately and objectively; confirm whether emergency instructions were already provided
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Identify worsening, severe, unclear, or high-risk symptoms and escalate appropriately
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Avoid independent final disposition or unsupported clinical interpretation
Scheduling & Care Coordination
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Schedule Express Care, PCP visits, or follow-up appointments per protocol
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Complete assigned closed-loop follow-up tasks and support after-hours follow-up workflows
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Coordinate with care teams to ensure continuity and reduce missed handoffs
Documentation & Data Management
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Document protocol-based actions accurately in Athena using approved macros, workflow tags, and standardized fields
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Document contact attempts, scheduling outcomes, escalation actions, and follow-up completion
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Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements
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Escalate documentation uncertainty appropriately
Escalation & Member Safety
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Escalate immediately when symptoms are new, worsening, severe, unclear, or high-risk; when members decline recommended care or follow-up; when members cannot be reached after urgent symptom concerns; or when safety cannot be confirmed
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Escalate high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, neglect, or safety threats
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Escalate concerns that fall outside approved LVN protocols or when members request clinical advice beyond protocol scope
Quality Improvement & Workflow Support
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Participate in workflow, escalation, and documentation training
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Identify workflow barriers, duplicate cases, scheduling gaps, and member access concerns
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Support operational improvements that enhance member access, quality, and closed-loop care
DESIRED PROFESSIONAL SKILLS & EXPERIENCE
Required:
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Active Texas LVN license or compact state privilege
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Experience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings preferred
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Strong attention to detail and organizational skills
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Strong verbal and written communication skills
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Ability to work effectively in a fast-paced, queue-based environment
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Proficiency with EHR systems and basic computer skills
Preferred:
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Experience with Athena, Twilio, centralized triage workflows, or triage support models
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Bilingual in English/Spanish, based on member population needs
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Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed
WHAT WE OFFER
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Competitive salary and incentives
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Generous PTO
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10 paid holidays
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Medical, Dental, and Vision Insurance
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401(k) Investment Plan
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Company Equity
At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!
