Triage Nurse - Call Center

DAP Health•Escondido, CA

37d•Hybrid

About The Position

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission. Job Summary The Triage Nurse - Call Center is responsible for managing and responding to all incoming clinical calls to DAP Health's Central Access Center. Utilizing strong clinical judgment, evidence-based protocols, and excellent communication skills, the Triage Nurse provides safe, timely, and appropriate telephone-based clinical assessment, guidance, and escalation support. In addition to triage responsibilities, this role provides backup support for in-basket workflows, including test result tracking, prescription refill routing, and clinical message triage. The nurse maintains high standards of documentation, collaborates closely with clinic leadership and Risk & Quality teams, and actively contributes to workflow reviews and care optimization strategies. The position also supports care gap closure efforts and participates in meetings as needed to maintain alignment with service line workflows and access strategies.As part of a Federally Qualified Health Center (FQHC), this role adheres to expectations under FTCA, HRSA, and state regulations, ensuring that triage decisions are well-documented, aligned with scope of practice, and contribute to DAP Health's commitment to accessible, high quality, patient-centered care. Supervisory Responsibilities: None

Requirements

Active, unrestricted RN license in the State of California
Minimum 3 years of clinical nursing experience, preferably in primary care, urgent care, or community health
Prior triage experience or experience in a patient-facing call center
Familiarity with clinical documentation protocols and patient safety standards
Experience using EHRs (Epic preferred)
Excellent clinical judgment, communication skills, and attention to detail
Clinical Assessment - Strong ability to assess symptoms and make sound decisions under pressure
Documentation Excellence - Accurately records triage advice in the EHR with clinical and legal completeness
Patient-Centered Communication - Empathetic, clear, and culturally competent phone skills
Team Collaboration - Works fluidly with providers, nurses, clinic managers, and support staff
Operational Awareness - Understands system-wide clinical workflows and how to navigate patients accordingly
Requires current and valid driver's license and current personal auto insurance
Understanding of FTCA, HRSA guidelines, and risk documentation practices, preferred

Nice To Haves

Experience in an FQHC or similar setting, preferred
Exposure to care gap closure initiatives, HEDIS measures, or value-based care strategies, preferred

Responsibilities

Respond promptly to incoming clinical calls using evidence-based protocols, clinical reasoning, and patient health records to assess and address patient needs
Provide safe and appropriate guidance, education, and next-step instructions, including referrals to internal services or escalation to a provider or emergency care when warranted
Ensure clear, complete, and timely documentation of all triage calls within the EHR, including presenting symptoms, clinical assessment, advice given, escalation pathway, and follow-up plan
Provide supplemental in-basket coverage by reviewing and triaging test results, patient messages, prescription refill requests, and other nursing tasks assigned via the EHR
Route tasks accurately and efficiently to the appropriate team member or service line based on urgency, workflow protocol, and patient need
Serve as a clinical support resource to provider teams, ensuring that urgent or safety sensitive items are not missed or delayed in routing or response
Maintain a high standard of documentation in accordance with FTCA coverage, HRSA guidelines, and California Board of Nursing scope of practice
Partner with Risk Management and Quality teams to proactively review and refine triage and documentation workflows that support patient safety and regulatory readiness
Support the continuous review and standardization of in-basket and triage processes across departments to ensure safe, reliable, and equitable care delivery
Build and maintain strong working relationships with site-based leadership, including Clinic Managers, Nurse Leads, and Medical Assistants
Actively participate in cross-functional team meetings, clinical huddles, workflow development sessions, and case reviews as required
Stay up to date on workflows and offerings across all clinical service lines to ensure appropriate triage decisions and patient navigation support
Identify opportunities to close care gaps during patient triage interactions (e.g., missed preventive screenings, chronic disease follow-up, or overdue labs)
Deliver patient-centered education and reminders that support care adherence and timely follow-up
Collaborate with Quality, and Nursing Leadership to ensure triage protocols are aligned with value-based care models and organizational performance goals