Registered Nurse Phone Triage
About The Position
Opsam Health is seeking a compassionate, clinically strong, and detail-oriented Registered Nurse Telephone Triage Nurse to support our Federally Qualified Health Center outpatient clinics. This position plays a key role in ensuring patients receive timely, appropriate, and safe clinical guidance during clinic hours. The RN Telephone Triage Nurse assesses patient symptoms by phone and electronic communication, determines the appropriate level of care, provides patient education within nursing scope, and routes urgent or emergent concerns appropriately. The nurse also supports clinical operations through medication refill workflows, prior authorization assistance, EMR messages, provider communication, and follow-up tasks in accordance with Opsam Health policies, procedures, standing orders, protocols, and regulatory requirements. This role requires excellent clinical judgment, strong documentation skills, professionalism, and the ability to work collaboratively with providers, medical assistants, front office staff, referral staff, and care coordination teams in a fast-paced FQHC environment.
Requirements
- Active and unrestricted California Registered Nurse license.
- Minimum of 3 to 5 years of recent experience in telephone triage, ambulatory care, outpatient clinic, urgent care, emergency department, primary care, or similar clinical setting.
- Strong clinical assessment and critical thinking skills.
- Ability to identify urgent and emergent symptoms and take appropriate action.
- Experience using an electronic medical record system.
- Excellent verbal and written communication skills.
- Strong documentation, organization, and follow-through skills.
- Ability to work independently while collaborating with providers and care teams.
- Professional telephone etiquette and strong customer service skills.
- Ability to remain calm, respectful, and effective when handling difficult or urgent patient situations.
- Knowledge of nursing scope of practice, patient confidentiality, and healthcare compliance expectations.
Nice To Haves
- Experience working in a Federally Qualified Health Center, community health center, or safety-net outpatient setting.
- Experience with eClinicalWorks or similar EMR.
- Experience with medication refill protocols, prior authorization workflows, referrals, and managed care processes.
- Bilingual ability preferred, especially in languages commonly spoken by Opsam Health patients.
- Experience working with Medi-Cal, Medicare, uninsured, and medically underserved populations.
- Familiarity with chronic disease management, preventive care measures, and team-based care.
Responsibilities
- Triage incoming patient calls, portal messages, and clinical concerns using nursing judgment, approved triage protocols, and Opsam Health policies.
- Assess patient symptoms, identify urgent or emergent conditions, and direct patients to the appropriate level of care, including same-day appointment, provider review, urgent care, emergency department, or 911 when indicated.
- Document all triage encounters accurately and timely in the electronic medical record, including assessment, disposition, education provided, escalation, and follow-up plan.
- Provide patient education and self-care instructions within RN scope of practice and approved protocols.
- Escalate clinical concerns to providers, site leadership, or clinical leadership when symptoms, risks, or patient needs require additional review.
- Assist providers and clinic teams with EMR messages, telephone encounters, clinical task management, and patient follow-up.
- Support medication refill workflows by reviewing refill requests, gathering relevant clinical information, checking protocol criteria, identifying safety concerns, and routing requests appropriately.
- Assist with prior authorization tasks by collecting clinical documentation, supporting medication or service authorization requests, and communicating with providers, pharmacies, referral staff, and payers as needed.
- Follow up with patients regarding lab results, imaging results, medication issues, care instructions, and provider recommendations as assigned and within scope.
- Coordinate with care teams to support chronic disease management, preventive care, transitions of care, and patient access.
- Recognize high-risk situations, including abnormal symptoms, medication safety concerns, behavioral health concerns, and barriers to care.
- Maintain patient confidentiality and comply with HIPAA, FQHC requirements, nursing standards, and Opsam Health compliance expectations.
- Provide limited in-clinic nursing support when needed, including patient assessment, clinical procedures within RN scope, vaccine or medication-related support, and provider assistance.
- Participate in quality improvement, patient safety, access improvement, and workflow standardization efforts.
- Communicate with patients in a professional, respectful, culturally sensitive, and patient-centered manner.
- Follow all Opsam Health policies, procedures, standing orders, triage protocols, refill protocols, documentation standards, and escalation workflows.
- Perform other clinical duties as assigned to support safe and effective clinic operations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
