Clinical Triage LVN

Brief Description

Harbor Health is seeking a compassionate, detail-oriented, and protocol-driven Licensed Vocational Nurse (LVN) to support their centralized clinical triage team. This remote role involves executing approved triage support protocols, collecting focused member information, scheduling appointments, and maintaining accurate documentation.

Position Duties & Responsibilities

• Execute approved triage support protocols and monitor assigned Athena and Twilio work queues according to established priority rules.
• Match Twilio calls and tasks to the correct Athena member case; identify duplicate, incomplete, mismatched, or misrouted cases.
• Routinely administrative or protocol-eligible work appropriately and support live queue visibility and workflow stability.
• Escalate cases when hard-stop criteria are met.
• Collect focused member information according to approved protocols, including chief complaint, symptom onset, current symptom status, member location, caller relationship, and callback number.
• Document member-reported information accurately and objectively; confirm whether emergency instructions were already provided.
• Identify worsening, severe, unclear, or high-risk symptoms and escalate appropriately.
• Avoid independent final disposition or unsupported clinical interpretation.
• Schedule Express Care, PCP visits, or follow-up appointments per protocol.
• Complete assigned closed-loop follow-up tasks and support after-hours follow-up workflows.
• Carefully coordinate with care teams to ensure continuity and reduce missed handoffs.
• Document protocol-based actions accurately in Athena using approved macros, workflow tags, and standardized fields.
• Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements.
• Escalate documentation uncertainty appropriately.
• 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.
• 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.
• Escalate concerns that fall outside approved LVN protocols or when members request clinical advice beyond protocol scope.
• Participate in workflow, escalation, and documentation training.
• Identify workflow barriers, duplicate cases, scheduling gaps, and member access concerns.
• Support operational improvements that enhance member access, quality, and closed-loop care.

Required DESIRED PROFESSIONAL SKILLS & EXPERIENCE

• Active Texas LVN license or compact state privilege.
• Experience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings.
• Strong attention to detail and organizational skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, queue-based environment.
• Proficiency with EHR systems and basic computer skills.
• Preferred: Experience with Athena, Twilio, centralized triage workflows, or triage support models.
• Bilingual in English/Spanish, based on member population needs.
• Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed.

What We Offer

• Competitive salary and incentives.
• Generous PTO.
• 10 paid holidays.
• Medical, Dental, and Vision Insurance.
• 401(k) Investment Plan.
• Company Equity.