RN Triage

P3 Health Partners•Omaha, NE

1d•Remote

About The Position

As a member of the Access Center team, the RN Triage nurse fields inbound calls to assess patient needs and queue them for telemedicine providers when available. This role involves conducting focused clinical assessments, applying evidence-based triage protocols, and determining the appropriate level of care. The nurse will also coordinate care, document encounters in the electronic health record, and ensure compliance with regulatory requirements. Additionally, the position supports population health initiatives by identifying care gaps and referring patients to appropriate programs. The role requires working a scheduled Monday-Friday day shift with occasional flexibility and participating in team huddles and training.

Requirements

Current, unrestricted Registered Nurse license in the state of practice.
Compact (eNLC) multistate licensure, or willingness to obtain licensure in additional states within a defined timeframe.
Associate degree in Nursing required; BSN preferred.
Current BLS certification.
Minimum 3 years of direct clinical RN experience.
At least 2 years in an acute care, emergency department, urgent care, or ambulatory setting.
Demonstrated experience performing patient assessment and prioritization without the benefit of physical examination findings, or willingness to complete formal telephone triage training.
Prior telephone triage, nurse advice line, or virtual care experience.
Experience with Schmitt-Thompson or comparable published protocol sets.
Experience with Medicare Advantage or managed care populations.
Familiarity with care gap identification and referral to care management, disease management, or behavioral health programs.
Working knowledge of standardized nurse triage protocols and their appropriate application and documented override process.
Understanding of urgent versus emergent symptom presentation across common adult complaints, including cardiac, respiratory, neurologic, abdominal, and behavioral health.
Familiarity with RN scope of practice boundaries, particularly the distinction between protocol-based advice and independent medical decision-making.
Knowledge of HIPAA, telehealth consent requirements, and state-specific telehealth regulations.
Understanding of the local care delivery landscape — urgent care, emergency, and specialty access points — sufficient to make practical disposition recommendations.
Basic understanding of insurance coverage concepts and how benefit design affects site-of-care recommendations.
Strong verbal communication skills, with the ability to elicit accurate clinical information from patients who are anxious, in pain, distracted, or providing incomplete history.
Active listening and interviewing skills sufficient to identify what the patient has not said.
Clear, concise clinical documentation completed concurrently with the encounter.
Proficiency with electronic health records, telephony and queue management systems, video visit platforms, and secure messaging.
Ability to type and navigate multiple systems while maintaining conversational engagement with the patient.
De-escalation skills for dissatisfied, distressed, or escalated callers.
Ability to make sound, defensible clinical judgments quickly and with incomplete information, erring toward patient safety when uncertain.
Ability to work autonomously with limited direct supervision while knowing when to escalate to a provider or supervisor.
Ability to manage sustained call volume and maintain quality and empathy across a full shift.
Ability to follow protocol consistently while recognizing the situations that fall outside it.
Ability to shift rapidly between low-acuity and high-acuity encounters without carryover.
Ability to work effectively with interdisciplinary teams, including providers, care management, scheduling, and front-office staff.
Ability to maintain composure and act decisively during emergent calls.

Nice To Haves

BSN preferred.
Willingness to obtain licensure in additional states within a defined timeframe.
Willingness to complete formal telephone triage training.

Responsibilities

Answer inbound patient calls, video visits, and secure messages to the telemedicine urgent care line.
Conduct focused clinical assessments by obtaining chief complaint, symptom onset and severity, relevant history, current medications, and allergies.
Apply approved evidence-based triage protocols (e.g., Schmitt-Thompson) to determine acuity and recommend the appropriate level of care.
Identify red-flag symptoms requiring emergent intervention and initiate immediate escalation.
Recognize the limits of virtual assessment and escalate to in-person evaluation when remote triage is insufficient.
Assign dispositions across the full continuum: emergency care, same-day urgent care, telehealth provider visit, next-available primary care appointment, or protocol-supported home care.
Complete warm handoffs to on-call providers, advanced practice clinicians, or specialty lines as clinically indicated.
Schedule or facilitate scheduling of follow-up appointments and coordinate referrals, home health, DME, and transportation as needed.
Provide protocol-approved self-care instructions and patient education, including clear return precautions and when to seek higher-level care.
Perform outbound follow-up callbacks on high-acuity or unresolved dispositions per program standards.
Document all encounters in the electronic health record in real time, capturing assessment, protocol used, disposition, patient education provided, and patient verbalized understanding.
Verify patient identity and demographics and obtain and document telehealth consent at the start of each encounter.
Route medication refill requests, prior authorization questions, and results inquiries to the appropriate clinical owner within scope of practice.
Maintain accurate call disposition coding to support reporting, quality review, and utilization analytics.
Practice within RN scope of practice and applicable state licensure requirements.
Adhere to HIPAA, organizational privacy standards, and telehealth-specific regulatory and payer requirements.
Meet service-level expectations for average speed to answer, call abandonment, handle time, and documentation timeliness.
Participate in call recording review, peer review, and protocol adherence audits; incorporate feedback into practice.
Report clinical safety events, near misses, and protocol gaps through established channels.
Ensure compliance with company and CMS regulatory requirements.
Perform other duties as assigned.
Identify open care gaps, chronic condition management needs, and social barriers to care surfaced during triage encounters.
Refer eligible patients to care management, behavioral health, or disease management programs per referral criteria.
Conduct outbound telephonic check-in calls for high-risk program members during low in-bound call times.
Work a scheduled Monday–Friday day shift, 8:00 a.m. to 5:00 p.m., with occasional flexibility to support coverage needs.
Participate in team huddles, staff meetings, and required competency and protocol training.