TELEMEDICINE NURSE (TEMP)

NORTH EAST MEDICAL SERVICES•Daly City, CA

10d•Onsite

About The Position

This is an onsite position. The Telemedicine Nurse is responsible for providing telephonic clinical assessment, health education and utilization management services to a variety of patients. The Nurse uses evidence-based triage protocols, Epic Nurse Triage Encounter tools, and clinical judgment to assess patient symptoms, provide nursing guidance, and direct patients to the appropriate level of care.

Requirements

Graduate of an accredited nurse practitioner program/ Bachelor’s degree in Nursing is preferred.
Licensed Nurse Practitioner in California/ Current Unrestricted California Registered Nurse License.
Current documentation of Basic Life Support is required
DEA License Required
Minimum 1 year of clinical experience in acute care or ambulatory care medical clinic required
Minimum 6 months of telephone/call center triage nurse experience required
Demonstrates strong critical thinking skills
Ability to communicate effectively, both in writing and when speaking, in a manner which can be understood by those with whom the nurse is speaking
Strong interpersonal skills; ability to be sensitive with persons of various social, cultural, economic and educational background
Strong organizational skills with ability to prioritize work relatively independently and manage multiple tasks with frequent interruptions
Strong written, listening and verbal communication skills
Good judgment, problem-solving and decision-making skills
Familiarity with a wide variety of patient-related conditions, medications, procedures and resources available for all age groups
Knowledge of medical terminology, familiarity with CPT and ID coding procedures and reference tools, and pharmacology appropriate to Nurse scope of practice is essential
Must be able to fluently speak, read and write English.
Fluency in Chinese (Cantonese and/or Mandarin) required.

Responsibilities

Assesses patient symptoms and acuity, provides nursing advice including home care guidance, referrals to urgent care, emergency services, or specialist/primary care providers
Educates caller on self-help and care at home strategies to reduce need for office visits and reduce Urgent Care/Emergency Department visits
Schedules appointments as needed based on clinical assessment and judgement and/or as requested by caller
Responds to patient messages and clinical inquiries within established timeframes
Documents triage encounters in Epic, including reason for call, protocol used, disposition, and clinical advice provided
Receives and manages warm transfers from Call Center agents requiring clinical assessment
Manages and responds to provider in-basket messages and clinical work queues
Provides real-time feedback and education to support effective patient navigation and symptom escalation processes
Communicates patient status updates and care recommendations to physicians and clinical teams
Schedules patient appointments when clinically appropriate to ensure timely access to care
Applies clinical judgment when protocols alone are insufficient, prioritizing patient safety and escalation for high-acuity symptoms such as chest pain, stroke symptoms, or trauma
Tracks outcomes using wrap-up codes and review daily metrics dashboards to monitor performance and support department reporting
Delivers compassionate, patient-centered communication when interacting with patients, caregivers, and care teams
Demonstrates professionalism, empathy, and problem-solving skills when managing challenging patient interactions
Builds strong working relationships with physicians, clinical staff, and contact center teams to support coordinated care delivery
Supports a collaborative environment by sharing clinical expertise and assisting team members with complex cases
Provides high quality medical services in a culturally sensitive and linguistically appropriate manner.
Maintains strict patient confidentiality and comply with all HIPAA policies
Performs other job duties as required by manager/supervisor