Triage Nurse (Full-time, Remote, Contact Center)

Hummingbird Healthcare

15d•$30 - $35•Remote

About The Position

Hummingbird is hiring a remote Triage Nurse to provide telephone triage from a centralized contact center. The nurse is often the first clinical voice patients hear and uses clinical judgment, client-specific protocols, and Epic’s Nurse Triage module to assess symptoms, identify urgency and red flags, recommend appropriate levels of care, and guide patients to safe next steps. The work involves managing back-to-back calls, documenting in the EHR in real time, and coordinating with clinic teams on appointments, escalations, and follow-up care. The nurse works with nursing and non-clinical colleagues and receives structured paid onboarding, training, coaching, and ongoing education. The role requires full attention during scheduled hours, camera use during training and when needed afterward, and no overlapping outside work during Hummingbird work hours. The position is remote within the United States and requires consistent wired Internet service. The schedule is full-time, Monday through Friday, with shifts varying between 7:00 a.m. and 6:30 p.m. Eastern Time. This is a non-exempt position. The posting is for an ongoing talent pool; openings are anticipated frequently, with start dates typically 2–6 months after application. Expected pay is $30.43–$35.00 per hour, with most new hires starting between $31.00 and $33.00 depending on experience and internal equity.

Requirements

Current, unrestricted RN license in North Carolina or a compact nursing license, depending on state and client requirements; willingness to obtain additional licensure if needed.
At least 1 year of outpatient telephone triage experience or at least 3 years of clinical nursing experience; emergency, home health, primary care, urgent care, or med-surg experience is identified as ideal.
Strong clinical assessment skills and sound judgment, including the ability to follow standardized guidelines and recognize when to pause and escalate.
Excellent communication skills, including explaining complex medical information in clear, patient-friendly language and maintaining a calm presence with anxious or unsure patients.
Comfort working in a remote contact center with back-to-back calls and defined performance metrics.
Ability to use multiple systems, including EHR and contact center tools, in real time while documenting and typing at least 35 WPM.
Proficiency in basic computer and Internet skills.
Commitment to patient privacy and strict adherence to HIPAA and relevant policies.
Legally authorized to work in the United States without sponsorship.
Consistent Internet service from a U.S. work location; wired Internet is required.
Ability to remain fully attentive during scheduled work hours, with no overlapping outside work during the Hummingbird schedule.
Availability for a full-time Monday–Friday schedule with shifts varying between 7:00 a.m. and 6:30 p.m. Eastern Time.
Ability to be on camera during training and when needed during the workday after training.

Nice To Haves

Previous telephone triage or contact center experience.
Experience using Epic.

Responsibilities

Provide telephone triage using Epic’s Nurse Triage module, asking focused questions to assess symptoms, identify red flags, and recommend the appropriate level of care.
Verify and update patient information, protect privacy under HIPAA, and coordinate with clinic teams to schedule or adjust appointments.
Escalate urgent or complex cases appropriately.
Document calls in real time in the EHR and use Epic and contact center tools to navigate charts, follow protocols, and meet quality and performance expectations.
Handle emotionally charged situations with empathy and professionalism, helping patients feel heard, informed, and confident about next steps.
Participate in ongoing training and continuous improvement, sharing trends and feedback to strengthen workflows, quality, and team culture.