TELEMEDICINE NURSE

About the role

This is an onsite position. The Telemedicine Nurse is responsible for providing telephonic clinical assessment, health education and utilization management services to a variety of patients. The Nurse uses evidence-based triage protocols, Epic Nurse Triage Encounter tools, and clinical judgment to assess patient symptoms, provide nursing guidance, and direct patients to the appropriate level of care.

Responsibilities

• Affords patient symptoms and acuity, provides nursing advice including home care guidance, referrals to urgent care, emergency services, or specialist/primary care providers
• Edifies caller on self-help and care at home strategies to reduce need for office visits and reduce Urgent Care/Emergency Department visits
• Schedules appointments as needed based on clinical assessment and judgement and/or as requested by caller
• Responds to patient messages and clinical inquiries within established timeframes
• Documents triage encounters in Epic, including reason for call, protocol used, disposition, and clinical advice provided
• Accepts and manages warm transfers from Call Center agents requiring clinical assessment
• Manages and responds to provider in-basket messages and clinical work queues
• Provides real-time feedback and education to support effective patient navigation and symptom escalation processes
• Communicates patient status updates and care recommendations to physicians and clinical teams
• Schedules patient appointments when clinically appropriate to ensure timely access to care
• Applies clinical judgment when protocols alone are insufficient, prioritizing patient safety and escalation for high-acuity symptoms such as chest pain, stroke symptoms, or trauma
• Tracks outcomes using wrap-up codes and review daily metrics dashboards to monitor performance and support department reporting
• Delivers compassionate, patient-centered communication when interacting with patients, caregivers, and care teams
• Demonstrates professionalism, empathy, and problem-solving skills when managing challenging patient interactions
• Builds strong working relationships with physicians, clinical staff, and contact center teams to support coordinated care delivery
• Supports a collaborative environment by sharing clinical expertise and assisting team members with complex cases
• Provides high quality medical services in a culturally sensitive and linguistically appropriate manner
• Maintains strict patient confidentiality and comply with all HIPAA policies
• Performs other job duties as required by manager/supervisor

Qualifications

• Graduate of an accredited nurse practitioner program/ Bachelor’s degree in Nursing is preferred
• Licensed Nurse Practitioner in California/ Current Unrestricted California Registered Nurse License
• Current documentation of Basic Life Support is required
• DEA License Required
• Minimum 1 year of clinical experience in acute care or ambulatory care medical clinic required
• Minimum 6 months of telephone/call center triage nurse experience required
• Demonstrates strong critical thinking skills
• Ability to communicate effectively, both in writing and when speaking, in a manner which can be understood by those with whom the nurse is speaking
• Strong interpersonal skills; ability to be sensitive with persons of various social, cultural, economic and educational background
• Strong organizational skills with ability to prioritize work relatively independently and manage multiple tasks with frequent interruptions
• Good judgment, problem-solving and decision-making skills
• Familiarity with a wide variety of patient-related conditions, medications, procedures and resources available for all age groups
• Knowledge of medical terminology, familiarity with CPT and ID coding procedures and reference tools, and pharmacology appropriate to Nurse scope of practice is essential
• Language Must be able to fluently speak, read and write English
• Fluency in Chinese (Cantonese and/or Mandarin) required

Pay

Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).