Triage Nurse

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team is driven by a desire to improve the lives of our patients, addressing a wide range of needs—from poorly controlled blood sugar to anxiety to accessing medically tailored meals—because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health.

About the Role

The Triage Nurse will serve in a direct care and patient advocacy role, ensuring interdisciplinary care is optimized toward targeted outcomes. By collaborating with the Clinical Operations team, the Triage Nurse will assess, plan, implement, coordinate, monitor, and evaluate services to maximize the patient’s health. The role ensures the safe and effective transition of care for patients discharging from the emergency department.

Through telephonic-based outreach, the Triage Nurse will contact the patient or caregiver within 48 hours of discharge to conduct a comprehensive discharge assessment, medication reconciliation, patient or caregiver education, support post-discharge order fulfillment (e.g., Durable Medical Equipment, Home Health Care), assess barriers to a successful transition home, and evaluate additional care planning needs. The Triage Nurse will also confirm the patient has a provider appointment within 7-14 days of discharge, or sooner if needed.

Real-time clinical triage will be conducted telephonically for patients directly calling Upward Health, field staff escalations, or systematic alerts requiring review. For Remote Patient Monitoring (RPM) alerts, the Triage Nurse will take immediate action for abnormal or out-of-range patient results.

Responsibilities

• Collaborate with the Clinical Operations team to assess, plan, implement, coordinate, monitor, and evaluate patient care services.
• Conduct telephonic outreach within 48 hours of patient discharge to perform comprehensive discharge assessments.
• Perform medication reconciliation and provide patient or caregiver education.
• Support post-discharge order fulfillment, such as Durable Medical Equipment and Home Health Care.
• Assess potential barriers to a successful transition to home and evaluate additional care planning needs.
• Confirm patient has a provider appointment within 7-14 days of discharge, or sooner if required.
• Conduct real-time clinical triage for patients calling directly, field staff escalations, or systematic alerts.
• Take immediate action on Remote Patient Monitoring (RPM) alerts for abnormal or out-of-range results.

Requirements

• Unrestricted registered nursing license in the state(s) of care management activities.
• Computer literacy and ability to effectively communicate within the business structure.
• Experience with completing real-time documentation in EHR and/or Care Management systems.

Key Behaviors

• Effective Communication: Clearly and compassionately communicate with patients and their families to gather information and explain processes.
• Calm Under Pressure: Maintain composure in high-stress situations and manage multiple patient needs simultaneously.
• Active Listening: Pay close attention to patients' concerns to accurately assess their conditions.
• Empathy: Demonstrate understanding and compassion for patients' experiences and emotions.
• Team Collaboration: Work effectively with other healthcare professionals to ensure seamless patient care.

Competencies

• Clinical Assessment Skills: Strong ability to evaluate patient symptoms and vital signs quickly and accurately.
• Critical Thinking: Use sound judgment to prioritize patient needs based on severity and urgency.
• Knowledge of Medical Protocols: Familiarity with triage guidelines and protocols specific to the healthcare setting.
• Decision-Making: Make quick and informed decisions regarding patient prioritization and the need for immediate intervention.
• Technology Proficiency: Competence in using electronic health records and triage software to document assessments and track patient information.
• Knowledge of Community Resources: Understanding available resources for referrals and support services outside the immediate healthcare setting.