Telephone Nurse Triage

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission.

EO/AA

Nursing:
Nursing provides patient care, promotes health, prevents illness and supports positive patient care outcomes through comprehensive care and patient advocacy.

The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Virtual nurses provide and manage nursing services remotely using audio and visual telecommunications technology. They assess patients, facilitate remote exams, complete documentation, and arrange follow‑up care. Additionally, they utilize sensor technology and peripheral devices such as blood pressure monitors, scales, glucose testing equipment, EKGs, and dermascopes to enhance patient care.

N2:
Provides care to patients in structured environments. Performs established nursing interventions using current clinical knowledge. Begins mentoring and supporting peers. Applies knowledge of disease processes and treatments. Demonstrates growing clinical judgment in patient care. Manages moderately complex cases. Identifies subtle changes in patient status and independently initiates appropriate interventions. Works with intermediate support. Manages care independently within established protocols. Explains care plans to patients and families.

Participates in team discussions and interdisciplinary planning.

• Completes all orientation and residency requirements.
• Performs routine virtual patient care independently, with guidance available.
• Provides remote assessment, basic triage, education, and care coordination via phone, video, messaging, and other virtual platforms.
• Uses foundational RN critical thinking to assess symptoms without in‑person visualization, identify red flags, recognize subtle changes in patient‑reported symptoms, and direct patients to the appropriate level of care per evidence‑based protocols.
• Follows escalation pathways for urgent/emergent symptoms and escalates to senior staff/providers as appropriate.
• Accurately completes routine virtual tasks (symptom assessment, medication reconciliation, message triage, lab results, remote device setup/troubleshooting).
• Navigates EHR and virtual platforms proficiently.
• Documents accurately and maintains privacy/security standards. Demonstrates basic troubleshooting for common patient tech issues and supports patients in resolving them.
• Engages in orientation, training, and team‑based learning activities to support growth and integration into the clinic team.
• Intermediate understanding of anatomy, physiology, pathophysiology, common medications, labs, and diagnostics relevant to virtual practice.
• Understands virtual care principles, regulations, scope of practice, and state licensure variations.
• Applies chronic disease management and ambulatory workflows remotely.
• Uses established procedures, protocols, workflows, documentation standards, and digital tools to support safe decision‑making for routine virtual care concerns.
• Follows HIPAA guidelines for remote work. Maintains privacy/confidentiality.
• Recognizes knowledge limits and seeks clarification, feedback, and guidance in complex situations while working under direct or indirect virtual supervision, with increasing autonomy as experience grows.
• Takes accountability for assigned tasks and contributes to a safe, compliant, virtual care environment.
• Communicates clearly, compassionately, and professionally with patients, providers, and team members.
• Provides accurate patient education tailored to virtual care.
• At the…