Registered Nurse, Phone Triage

TRILLIUM HEALTH INC•Rochester, NY

11h

About The Position

Join us and be part of a mission‑driven clinical team committed to innovation, collaboration, and continuous development. Under the direction of the Nurse Manager, the Phone Triage RN provides high‑quality telephone triage, clinical assessment, care coordination, and patient education. The RN uses evidence‑based protocols and strong clinical judgment to assess patient needs, determine urgency, and support timely access to care.

Requirements

Strong clinical assessment and critical thinking skills.
Excellent verbal and written communication.
Strong interpersonal and customer service skills.
Ability to work effectively in a fast-paced environment.
Proficiency with Electronic Health Records; EPIC preferred.
Ability to work with diverse and vulnerable patient populations.
Excellent organizational, computer, and documentation skills.
Graduate of an accredited School of Nursing.
Associate Degree in Nursing (ADN) required; Bachelor of Science in Nursing (BSN) strongly preferred.
Active and unencumbered New York State RN license.
Minimum of three (3) years of nursing experience in acute care, outpatient, ambulatory, or primary care settings.

Nice To Haves

Experience performing symptom assessment and/or telephone triage preferred.
Experience supporting patients with chronic disease management preferred.
Experience working with patients living with HIV/AIDS preferred.

Responsibilities

Respond to incoming patient calls and conduct telephone triage.
Assess symptoms, determine acuity, and direct patients to the appropriate level of care.
Schedule and coordinate patient appointments with clinic staff and providers.
Provide patient education and care instructions within the RN scope of practice.
Perform outreach for overdue labs, chronic disease follow-up, and care gaps.
Complete and process patient forms (disability, school, insurance, etc.).
Document patient interactions accurately and in a timely manner in the EMR.
Communicate professionally and support teamwork across departments.
Participate in workflow and quality improvement initiatives.
Perform other duties as assigned.