Nurse Triage- RN-Bilingual-CA License

• Compact RN License with compact privilege (meaning they reside in the compact state for the compact license they hold)
• Hold CA RN licensure or able to start the process upon hire
• Holding licensure in any of the non-compact states is a plus

Position Summary

The Triage Nurse (RN) is responsible for delivering safe, evidence-based clinical assessments via telephonic interaction, utilizing established protocols to determine appropriate direction of care. This role ensures timely, accurate, and compliant triage while providing a high level of patient-centered communication and documentation.

Core Responsibilities

1. Clinical Triage & Assessment

• Conduct comprehensive telephonic assessments using structured triage protocols
• Accurately identify red flags and escalate care appropriately
• Apply critical thinking to determine appropriate direction of care:
  • Self-care
  • Telemedicine
  • Office visit
  • Urgent care
  • Emergency services
• Ensure patient safety is the top priority in all decisions, selecting the appropriate direction of care for the injury

2. Protocol Adherence

• Utilize approved triage guidelines (e.g., internal protocols / evidence-based tools)
• Follow standardized workflows for symptom evaluation and disposition
• Maintain consistency in protocol usage across all calls
• Escalate when protocols do not clearly align with patient presentation

3. Direction of Care Accuracy

• Provide clear, clinically appropriate care recommendations
• Avoid over-triaging (unnecessary escalation) and under-triaging (missed severity)
• Reinforce alignment with current state-specific and client-specific requirements
• Ensure all referrals are properly documented and communicated

4. Call Management & Efficiency

• Manage call flow efficiently while maintaining quality and safety
• Adhere to performance expectations for:
  • Average Handle Time (AHT)
  • After Call Work (ACW)
• Balance efficiency with thorough clinical evaluation
• Minimize duplication of work during transferred calls (e.g., confirm identifiers only)

5. Documentation & Compliance

• Complete accurate, timely, and detailed documentation for every interaction
• Ensure all documentation meets:
  • Clinical standards
  • Legal and regulatory requirements
  • Company compliance expectations
• Maintain HIPAA compliance and always protect patient confidentiality

6. Patient Communication

• Demonstrate professionalism, empathy, and active listening
• Clearly explain care instructions and next steps
• Ensure patient understanding and engagement
• Provide reassurance while maintaining clinical accuracy

7. Quality Assurance & Continuous Improvement

• Participate in QA reviews and coaching sessions
• Maintain target QA score expectations (e.g., ≥95%)
• Apply feedback to improve clinical decision-making and call handling
• Engage in ongoing education and protocol refreshers

8. Collaboration & Escalation

• Collaborate with:
  • Supervisors
  • Interdepartmental communication as necessary
  • QA and other teams as necessary
• Escalate:
  • Clinical concerns
  • System or workflow issues
  • Patient safety risks
• Support team initiatives to improve outcomes and workflows

9. Technology & Systems Use

• Utilize triage platforms, documentation systems, and communication tools effectively
• Maintain proficiency in:
  • Call handling systems
  • Documentation software
  • Internal communication platforms (e.g., Teams)
• Report technical issues promptly

Performance Expectations

• Deliver safe, accurate triage decisions aligned with protocols
• Maintain quality scores at or above established benchmarks
• Meet productivity and efficiency targets without compromising care
• Demonstrate consistent adherence to workflows and compliance standards

Key Competencies

• Clinical judgment & critical thinking
• Strong communication skills
• Attention to detail
• Time management
• Adaptability in a fast-paced environment
• Commitment to patient safety and compliance

Licensure & Requirements

• Active Registered Nurse (RN) license (multi-state and state-specific as required)
• Clinical experience (ER, urgent care, or triage preferred)