Triage Nurse (Full-time, Remote, Contact Center)

About the role

We're Hummingbird. We elevate patient access so patients can get healthcare when they need it. We partner with healthcare systems to transform how patients access care, helping providers focus on what matters most—caring for patients.

Responsibilities

• Provide telephone triage with Epic’s Nurse Triage module, assessing symptoms, ruling out red flags, and recommending the right level of care.
• Verify and update patient information, protect privacy under HIPAA, and coordinate with clinic teams to schedule or adjust appointments and escalate urgent or complex cases.
• Document calls in real time in the EHR while using Epic and contact center tools to navigate charts, follow protocols, and meet quality and performance expectations.
• Handle emotionally charged situations with empathy and professionalism, ensuring patients feel heard, informed, and confident about next steps.
• Participate in ongoing training and continuous improvement, sharing trends and feedback to strengthen workflows, quality, and team culture.

Requirements

• Current, unrestricted RN license in North Carolina; willingness to obtain additional licensure if needed.
• 1+ years outpatient telephone triage experience or 3+ years clinical nursing experience (ideally primary care, emergency, home health, or med-surg).
• Strong clinical assessment skills and sound judgment, with the ability to follow standardized guidelines and know when to pause and escalate.
• Excellent communication skills — you translate complex medical information into clear, patient-friendly language and maintain a calm, steady presence when patients are anxious or unsure.
• Comfort in a remote contact center setting with back-to-back calls, defined performance metrics, and real-time use of multiple systems (EHR and contact center tools) while documenting and typing ~50 WPM.
• A strong commitment to patient privacy and strict adherence to HIPAA and all relevant policies.

Qualifications

• Previous telephone triage or contact center experience.
• Experience using Epic.
• Compact nursing license or eligibility for compact licensure, depending on state and client requirements.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• 401(k).
• Parental leave.
• Career development support.
• and more.

Pay

$30.43 - $35.00 per hour.

Schedule

Full-time, Monday-Friday; shifts vary between the hours of 7:00AM - 6:30PM EST.

Training

Paid, structured onboarding that includes Epic workflows, client-specific protocols, and ongoing education and coaching.

Seniority Level

The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience.

Hummingbird Approach

We value a team that brings diverse perspectives and experiences to the work we do. We embrace growth and seek out learning and growth for ourselves and support those around us in their growth journey. We approach conflict directly, listen carefully, and seek to understand. We problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement

Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.