Call Center Triage Nurse FTE- Approx

Call Center Triage Nurse - .25 FTE (Approx 10 hours per week)

Join Heritage Health as a Call Center Triage Nurse. This quarter‑time position is based in Coeur d’Alene, Idaho, and supports our mission‑driven team.

In this role you will provide medical information and symptom assessment to evaluate the urgency of patients’ health concerns. Using established clinical guidelines, you will deliver clear, empathetic communication, offer appropriate care recommendations, and ensure patients fully understand their healthcare needs and next steps.

• Evaluate and assess patient’s healthcare needs based on signs and symptoms using triage protocols and guidelines.
• Obtain input from providers to determine best clinical course and specific recommendations.
• Document symptoms, nursing assessment, advice provided, and caller responses accurately.
• Coordinate and schedule same‑day appointments on provider schedules.
• Manage prescription refills per protocol.
• Demonstrate patient‑centered care and maintain HIPAA/PHI compliance.
• Participate in performance improvement activities and help establish workflows.
• Assist with patient scheduling during downtime.
• Provide training to clinical site teams.
• Maintain regular and predictable attendance.
• Perform miscellaneous job‑related duties as assigned.

• Graduate of an accredited nursing program.
• Current Idaho RN license.
• Minimum three (3) years of clinical experience (acute hospital experience preferred).

• Effective oral and written communication skills.
• Telephone‑based clinical assessment proficiency.
• Ability to maintain an appropriate work pace, multitask, and prioritize.
• Excellent listening skills and the ability to elicit necessary information quickly.
• Independent judgment and calm communication with patients.
• Collaboration with physicians and other clinicians.
• Knowledge of electronic medical record functions.
• Understanding of Heritage Health policies and procedures.
• Strong interpersonal skills and ability to work with a diverse community.

Work may be performed in a typical office or remote home setting. The role may involve exposure to patient populations with contagious diseases, physical injuries, and emotional states.

• Prolonged periods of sitting at a desk and working on a computer.
• May lift up to 15 pounds at times.
• Must navigate various departments and complete tasks in noisy or stressful environments.
• Must adhere to process protocols.

Heritage Health enforces a safety culture. Employees must complete all training requirements, participate in emergency response tasks, and maintain a safe working environment. All hazards must be reported promptly.

Heritage Health is an Equal Opportunity Employer.