RN Triage

Overall Purpose As a member of the Access Center team, fields inbound calls to triage inbound calls from patients and queue patients for telemedicine providers when available. Essential Functions Clinical Triage & Assessment Answer inbound patient calls, video visits, and secure messages to the telemedicine urgent care line during scheduled business hoursConduct focused clinical assessments by obtaining chief complaint, symptom onset and severity, relevant history, current medications, and allergiesApply approved evidence-based triage protocols (e.g., Schmitt-Thompson) to determine acuity and recommend the appropriate level of careIdentify red-flag symptoms requiring emergent intervention and initiate immediate escalation, including directing patients to call 911 or proceed to the nearest emergency departmentRecognize the limits of virtual assessment and escalate to in-person evaluation when remote triage is insufficient Disposition & Care Coordination Assign dispositions across the full continuum: emergency care, same-day urgent care, telehealth provider visit, next-available primary care appointment, or protocol-supported home careComplete warm handoffs to on-call providers, advanced practice clinicians, or specialty lines as clinically indicatedSchedule or facilitate scheduling of follow-up appointments and coordinate referrals, home health, DME, and transportation as neededProvide protocol-approved self-care instructions and patient education, including clear return precautions and when to seek higher-level carePerform outbound follow-up callbacks on high-acuity or unresolved dispositions per program standards Documentation & Systems Document all encounters in the electronic health record in real time, capturing assessment, protocol used, disposition, patient education provided, and patient verbalized understandingVerify patient identity and demographics and obtain and document telehealth consent at the start of each encounterRoute medication refill requests, prior authorization questions, and results inquiries to the appropriate clinical owner within scope of practiceMaintain accurate call disposition coding to support reporting, quality review, and utilization analytics Quality, Compliance & Performance Practice within RN scope of practice and applicable state licensure requirements, including multi-state compact licensure where required for cross-state telehealthAdhere to HIPAA, organizational privacy standards, and telehealth-specific regulatory and payer requirementsMeet service-level expectations for average speed to answer, call abandonment, handle time, and documentation timelinessParticipate in call recording review, peer review, and protocol adherence audits; incorporate feedback into practiceReport clinical safety events, near misses, and protocol gaps through established channelsEnsure compliance with company and CMS regulatory requirements.Perform other duties as assigned. Population Health Support Identify open care gaps, chronic condition management needs, and social barriers to care surfaced during triage encountersRefer eligible patients to care management, behavioral health, or disease management programs per referral criteriaConduct outbound telephonic check in calls for high risk program members during low in-bound call times Schedule & Coverage Work a scheduled Monday–Friday day shift, 8:00 a.m. to 5:00 p.m., with occasional flexibility to support coverage needsParticipate in team huddles, staff meetings, and required competency and protocol training Knowledge, Skills, And Abilities Knowledge Working knowledge of standardized nurse triage protocols and their appropriate application and documented override processUnderstanding of urgent versus emergent symptom presentation across common adult complaints, including cardiac, respiratory, neurologic, abdominal, and behavioral healthFamiliarity with RN scope of practice boundaries, particularly the distinction between protocol-based advice and independent medical decision-makingKnowledge of HIPAA, telehealth consent requirements, and state-specific telehealth regulationsUnderstanding of the local care delivery landscape — urgent care, emergency, and specialty access points — sufficient to make practical disposition recommendationsBasic understanding of insurance coverage concepts and how benefit design affects site-of-care recommendations Skills Strong verbal communication skills, with the ability to elicit accurate clinical information from patients who are anxious, in pain, distracted, or providing incomplete historyActive listening and interviewing skills sufficient to identify what the patient has not saidClear, concise clinical documentation completed concurrently with the encounter Proficiency with electronic health records, telephony and queue management systems, video visit platforms, and secure messagingAbility to type and navigate multiple systems while maintaining conversational engagement with the patientDe-escalation skills for dissatisfied, distressed, or escalated callersClear, concise clinical documentation completed concurrently with the encounter Abilities Ability to make sound, defensible clinical judgments quickly and with incomplete information, erring toward patient safety when uncertainAbility to work autonomously with limited direct supervision while knowing when to escalate to a provider or supervisorAbility to manage sustained call volume and maintain quality and empathy across a full shiftAbility to follow protocol consistently while recognizing the situations that fall outside itAbility to shift rapidly between low-acuity and high-acuity encounters without carryoverAbility to work effectively with interdisciplinary teams, including providers, care management, scheduling, and front-office staffAbility to maintain composure and act decisively during emergent calls Experience Required Experience Minimum 3 years of direct clinical RN experience, with at least 2 years in an acute care, emergency department, urgent care, or ambulatory settingDemonstrated experience performing patient assessment and prioritization without the benefit of physical examination findings, or willingness to complete formal telephone triage trainingPrior telephone triage, nurse advice line, or virtual care experienceExperience with Schmitt-Thompson or comparable published protocol setsExperience with Medicare Advantage or managed care populationsFamiliarity with care gap identification and referral to care management, disease management, or behavioral health programs Education Required Licensure & Education Current, unrestricted Registered Nurse license in the state of practiceCompact (eNLC) multistate licensure, or willingness to obtain licensure in additional states within a defined timeframeAssociate degree in Nursing required; BSN preferredCurrent BLS certification Pay Range: $80,000-92,000 depending on experience About P3 People. Passion. Purpose. At P3 Health Partners, our promise is to guide our communities to better health, unburden clinicians, align incentives and engage patients. We are a physician-led organization relentless in our mission to overcome all obstacles by positively disrupting the business of health care, transforming it from sickness care into wellness guidance. If you are passionate about your work; eager to have fun; and motivated to be part of a fast-growing organization, then you should consider joining our team.