Call Center Registered Nurse - Triage

Gracelight Community Health-posted 4 days ago
Full-time • Mid Level
Los Angeles, CA
101-250 employees
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The Registered Nurse (RN) Call Center Triage Specialist provides telephone-based clinical support to patients seeking guidance. The nurse evaluates symptoms, gathers history, and uses established protocols to determine the level of urgency and next steps. This role offers patients clear direction, appropriate care recommendations, and help navigating available services. It requires strong clinical judgment, steady communication skills, and the ability to manage a wide range of concerns in a fast-paced setting.

  • Conduct telephone assessments of symptoms and medical history using clinical protocols to determine urgency and care needs.
  • Provide evidence-based advice to patients about symptom management, emergency indicators, and when to schedule follow-up care.
  • Direct patients to appropriate care options, including urgent care, emergency services, primary care, or specialists.
  • Document assessments, recommendations, and follow-up plans in the electronic health record.
  • Support follow-up calls to confirm patients received recommended care and address remaining concerns.
  • Work collaboratively with physicians, nurse practitioners, and other team members to support coordinated care.
  • Maintain confidentiality and follow all HIPAA and organizational privacy standards.
  • Offer calm, empathetic, and timely assistance to all callers while maintaining clinical accuracy.
  • Provide nursing support in the health centers when needed, which may include assisting with routine clinical tasks to support patient flow and care delivery.
  • Review and approve medication refills under established protocols and guidelines, ensuring safe and appropriate continuation of therapy.
  • Active Registered Nurse (RN) license in California.
  • CPR and BLS certification required (ACLS certification preferred).
  • Associates Degree in Nursing (ADN) or Bachelor’s Degree in Nursing (BSN) required.
  • Minimum of two to three years of clinical nursing experience in settings such as hospital, emergency room, urgent care, or telehealth.
  • Experience with telephone triage or telehealth services is preferred.
  • Experience working with standardized triage protocols and telephone triage systems.
  • Experience supporting medication-related questions and working with e-prescribing tools.
  • Background in patient education and comfort guiding patients through home care and preventive health measures.
  • Bilingual in Spanish.
  • Ability to read and interpret documents, such as policies and procedures, benefits information, benefit surveys, board minutes, routine mail, simple contracts and instruction manuals. Ability to compose routine reports and correspondence. Ability to speak effectively with employees, visitors and management.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and apply concepts of basic algebra and geometry.
  • Ability to exercise common sense in carrying out instructions furnished in written, oral, or diagram form and in other daily situations that arise. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions and execute timely in order to produce a positive outcome
  • Strong understanding of common medical conditions, treatment approaches, and pharmacology.
  • Ability to evaluate clinical symptoms and prioritize care, including recognizing when escalation is required.
  • Familiarity with clinical guidelines across pediatric, adult, and geriatric populations.
  • Proficiency with electronic health records; OCHIN Epic experience is helpful.
  • Comfort using telecommunication tools such as phone systems, video platforms, and chat-based communication.
  • Strong listening and communication skills for accurate triage and patient education.
  • Ability to build rapport with patients through empathy, professionalism, and clarity.
  • Skill in managing sensitive or emotional conversations and calming distressed callers
  • Ability to explain clinical information in a way that fits a patient’s health literacy level.
  • Strong decision-making skills when working with limited information and under pressure.
  • Ability to handle multiple cases in a fast-paced environment while maintaining quality.
  • Effective time management for high call volumes.
  • Thorough understanding of HIPAA and privacy requirements.
  • Familiarity with telemedicine regulations and state-specific rules.
  • ACLS certification preferred.
  • Experience with telephone triage or telehealth services is preferred.
  • OCHIN Epic experience is helpful.
  • Experience with telehealth and remote monitoring tools is a plus.
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