Job Description
Position Summary: The Telephone Triage RN reports to the Complex Care Nurse Manager and will also receive further directions from the Medical Director. The Telephone Triage RN will be a member of the Complex Care Management team, and work collaboratively with other members of the healthcare team. The Telephone Triage RN is responsible for assessing, coordinating, and providing access to care for patients within the practice who are most at risk for health deterioration, sentinel events, and/or poor outcomes. The RN will collaborate with all Providers in all Clinical areas to manage patient risk factors.
A Telephone Triage Nurse is a licensed nurse responsible for assessing patients quickly and accurately to determine the urgency of care needed. Telephone Triage nurses prioritize patients based on symptoms, risk factors, and clinical presentation, provide initial nursing interventions as appropriate, and direct patients to the correct level of care (ED, urgent care, clinic visit, telehealth advice, or home care).
Pr imary Responsibilities: 50% of Time is spent on Telephone Triage - Perform rapid patient assessments by phone to identify severity of illness or injury
- Prioritize patients using triage protocols and clinical judgment
- Collect and document patient history, vital signs, symptoms, and relevant risk factors
- Identify red flags and escalate care immediately for emergent conditions
- Provide patient education and guidance on next steps (home care, follow-up, or emergency care)
- Coordinate care with providers, EMS, clinical staff, and ancillary departments
- Initiate Standing Orders or nursing interventions per policy (labs, EKGs, medications, imaging, PrEp)
- Triage in fast-paced environments with high patient volume
- Maintain accurate documentation in the EHR, including triage level, interventions, and communications
- Support infection prevention practices and isolation precautions when indicated
- Communicate clearly and professionally with patients and families, including de-escalation when needed
- Participate in quality improvement, safety reporting, and workflow optimization
40 % of Time is spent on managing In-basket messages and critical labs -
- Competent with all aspects noted in the job description for a registered nurse.
- Manages in-basket messages and co-manages care with clinical providers.
- Processes critical labs results per established protocol/ Standing orders
- Rapid clinical assessment and prioritization
- Critical thinking and clinical judgment
- Clear communication and patient education
- Time management and multitasking under pressure
- Team collaboration and handoff communication
- De-escalation and trauma-informed care
- Attention to detail and accurate documentation
- Pro-active member of care teams in team-based care initiatives
10% of Time is spent on all other duties as assigned .
Qualifications: Registered Nurse actively licensed in Commonwealth of Massachusetts (BSN required).
Experience 1 to 3 years in Ambulatory nurse triaging (required).
Triage training or certification (preferred)
Strong assessment skills and ability to use evidence-based triage protocols and clinical decision tools
Ability to respond quickly in emergencies
Detail oriented, collaborative and able to work independently.
Demonstrates excellent written verbal and interpersonal communication.
Sensitivity to ethnic, cultural, gender; beliefs, and behaviors.
Current BLS certification (required).
Strong customer service and conflict-resolution skills
Multi-lingual is preferred.
Experience working with target populations including but not limited to MSM, MSM of color, IDU, Haitian-Americans and African immigrants.
Working conditions: remote access with the ability to work on-site on a limited basis.
Job Tags
Remote work