Clinical Triage Nurse, RN (Wednesday-Saturday 9:30am-8:00pm)

About the role

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Our mission is to bring personalized, quality-based healthcare to the home of patients who have difficulty accessing care. We operate home-based primary care practices in 14 states, employing over 200 primary care providers under an integrated, team-based, physician-driven model.

The Clinical Triage Nurse, RN assists with triage of inbound sick calls from Medical Group patients, assesses symptoms, provides medical advice, determines the level of care required, and coordinates with the care team. This role also reviews clinical test results and summarizes findings for providers.

Responsibilities

• Prioritize and respond promptly to inbound phone calls and voicemails.
• Adhere to daily availability expectations based on schedule.
• Demonstrate exceptional customer service by addressing inquiries, concerns, and needs with empathy and professionalism.
• Classify inbound interactions to determine if clinical triage or transfer to another care team member is required.
• Conduct thorough assessments of patients’ symptoms and medical history over the phone using probing questions and EMR.
• Use evidence-based guidelines to assign appropriate triage priority based on patient conditions.
• Identify when crisis intervention is required and follow protocols for connecting patients to emergency services.
• Educate patients, caregivers, and others on health maintenance, disease prevention, self-care, medications, and follow-up steps.
• Perform outbound calls to communicate provider orders.
• Collaborate with the care team to ensure patient needs are met and follow-ups are completed.
• Communicate effectively with patients, families, and care team members, providing emotional support as needed.
• Prioritize and respond promptly to inbound test results, classifying urgency and conveying relevant clinical information to providers.
• Analyze results data, identify patterns, and communicate findings to providers.
• Perform data entry for patient results and quality metrics per protocol.
• Maintain clear and compassionate communication with care team members.
• Adhere to company policies, quality standards, and productivity expectations.
• Address patient complaints, grievances, and concerns promptly and effectively.
• Participate in projects and quality improvement initiatives as assigned.
• Perform additional duties related to clinical performance and outcomes as assigned by the Clinical Triage Manager or Director.

Requirements

• Graduate of an approved or accredited nursing education program as a Registered Nurse.
• Current valid RN license; must obtain and maintain RN license in all service states within 6 months of hire.
• Satisfactory completion of required nursing continuing education.
• Ability to react decisively in urgent and emergent situations.
• Strong comprehension of medical terminology and pharmaceuticals.
• Demonstrated experience with multitasking.
• Strong written and verbal communication skills.
• Proficiency in using electronic health records (EHR) systems.
• Ability to communicate effectively with providers, care teams, patients, and their families.
• Ability to work remotely and independently.
• Knowledge of primary healthcare principles, practices, and techniques.
• Strong organizational skills and attention to detail.
• Conflict resolution skills.

Preferred Qualifications

• Familiarity with Medicare and Medicaid insurances and programs.
• 2+ years of experience as an RN.
• Contact center experience.
• Nurse triage experience.
• Experience with Aprima (EHR).
• Multistate License (MSL).

Benefits

• Health, dental, vision, disability, and life insurance.
• 401K Retirement Plan with company match.
• Tuition, professional license, and certification reimbursement.
• Paid Time Off, holidays, and volunteer time.

Great Place to Work Certified. Established in 11 states and the largest home-based primary care practice in the U.S. for over 28 years.

Pay

Posted pay range: USD $35.14–$38.28 per hour. Individual compensation packages are based on factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.