Triage Clinical Guide (Registered Nurse) - Care OnDemand

Devoted Health•Waltham, MA

12d•$85,000 - $110,000

About The Position

The Triage Clinical Guide (Registered Nurse) provides telephonic clinical advice and triage to Devoted Health members, helping them find appropriate care and resources. The role supports members through phone calls, patient portal messages, and video telehealth visits, with the goal of achieving better health outcomes and keeping patients safely at home whenever possible. This is a full-time night-shift position involving five scheduled clinical shifts per week on a rotating basis, including weekends and holidays. Shifts are primarily 6:00 PM–2:30 AM ET, though assignments may change based on operational needs. The guide works collaboratively with a multidisciplinary clinical team and contributes to a team-based culture. They participate in learning and skill development, advocate for patients, and support Devoted Health’s approach to caring for patients as family. The position requires an active, unencumbered Compact RN license or willingness to obtain additional state licenses as needed, at least five years of direct patient care experience, clinical triage experience, and prior telehealth experience.

Requirements

Active, unencumbered Compact RN license, or willingness to obtain additional state licenses as needed for non-compact states.
At least 5 years of direct patient care experience.
Prior clinical triage experience in an Emergency Department, Intensive Care Unit, Primary Care, or Telephonic Triage setting.
Prior telehealth experience.
Ability and eagerness to learn and quickly master electronic medical records (EMR), remote telephone software, and virtual video systems.
Exceptional communication and active listening skills.
Comfort with fast-paced work and task-switching, and willingness to help colleagues.

Nice To Haves

Bachelor of Science in Nursing (BSN) degree.
Experience caring for older adult populations.
Experience working within population health or value-based care programs.
Curiosity, empathy, openness to changing one’s mind, organization, meticulous attention to detail, adaptability, collaboration, and enthusiasm for learning and innovation.

Responsibilities

Provide clinical advice, educational materials, answers to questions, and direction to the appropriate level of care through telephone and patient portal interactions.
Coordinate members’ care by connecting them with appropriate services, including Devoted Medical providers, primary care, urgent care, or emergency services.
Provide support to patients with urgent complaints across multiple geographies, using video telehealth visits when appropriate to help them remain safely at home.
Monitor clinical chat queues and respond to inbound patient portal messages within established response goals.
Escalate new active symptoms to acute clinical triage by phone, create appropriate Care OnDemand support episodes, and send templated replies for non-urgent administrative or routine needs.
Securely share relevant educational handouts and clinical summaries after obtaining patient consent.
Collaborate with RNs, NPs, PAs, MDs, and medical assistants.
Participate in learning sessions, develop skills, and teach others.
Advocate for patients and promote a model of care that treats patients like family.