Clinical Triage RN

Harbor Health•,

1d•Remote

About The Position

Harbor Health is seeking a compassionate, detail-oriented, and clinically strong Registered Nurse to join our centralized clinical triage team. In this role, you will use your nursing judgment, evidence-based protocols, and clinical decision-support tools to assess member symptoms, determine appropriate dispositions, provide patient education, and escalate urgent concerns — all in support of a seamless, safe member experience across our Texas markets. You will work collaboratively with our clinical practice team to deliver exceptional care that aligns with our mission of transforming healthcare through our payvider model.

Requirements

Active, unencumbered Registered Nurse license in Texas or compact state privilege
Minimum of 3–5 years of clinical nursing experience
Experience in ambulatory care, primary care, urgent care, emergency department, telephone triage, or care coordination
Strong clinical assessment, critical thinking, and prioritization skills
Strong verbal and written communication skills
Proficiency with EHR systems and basic computer skills
Ability to remain calm, professional, and empathetic during urgent or high-pressure situations

Nice To Haves

Experience with Athena, Twilio, ClearTriage, Schmitt-Thompson protocols, or centralized triage workflows
Bilingual in English/Spanish, based on patient population needs
Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed

Responsibilities

Monitor assigned Athena and Twilio work queues according to established priority rules
Manage live and non-live triage requests, including member calls, portal messages, clinic requests, refill-related symptom concerns, and other routed clinical concerns
Match calls and tasks to the correct Athena patient case; identify duplicate, incomplete, or misrouted cases
Prioritize work based on clinical urgency, member safety risk, and approved workflow standards
Conduct clinical assessments of member symptoms, history, current condition, and reported concerns
Use approved triage protocols, clinical decision-support tools, and nursing judgment to determine appropriate care recommendations
Confirm key member information including chief complaint, symptom onset, patient location, and callback number
Identify red flags, worsening symptoms, high-risk presentations, or unclear clinical scenarios requiring escalation
Determine appropriate triage outcomes: emergency care, same-day care, routine follow-up, home care guidance, or provider escalation
Provide clear, understandable member education aligned with approved clinical protocols
Communicate return precautions, safety-net instructions, and guidance for the appropriate care setting
Direct members to the right resource — Emergency Department, Express Care, PCP visit, virtual visit, or follow-up appointment
Support closed-loop follow-up to reduce missed handoffs and improve continuity of care
Coordinate with clinic teams, providers, care management, and administrative support staff as needed
Document triage encounters accurately and objectively in Athena using approved macros, workflow tags, and standardized fields
Record clinical assessment findings, protocol used, triage disposition, member education provided, escalation actions, and follow-up steps
Document unsuccessful contact attempts and unresolved safety concerns per approved workflow
Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements
Escalate immediately for severe, worsening, or unclear symptoms; emergency symptoms or safety threats; members declining urgent care; unreachable members with urgent symptoms; and high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, or neglect
Participate in workflow, escalation, documentation, and quality improvement activities
Identify workflow barriers, routing issues, duplicate cases, scheduling gaps, technology concerns, and member access issues
Collaborate with the Lead Triage Nurse and leadership to support reliable, scalable triage operations