Registered Nurse; RN Triage & Care Coordination

Position Summary

The RN Phone Triage Nurse provides clinical assessment, triage, and care coordination for patients through telephone and electronic communication within the clinic setting. This role utilizes evidence-based protocols, clinical judgment, and critical thinking to determine appropriate levels of care, promote one-call resolution, and reduce unnecessary in-basket burden for providers and clinic staff. The RN serves as a key clinical decision-maker, ensuring safe, timely, and patient-centered care delivery in alignment with organizational standards.

Bilingual (Spanish/English) candidates and experience with Epic are strongly preferred.

Reports to:

Regional Director of Nursing / Practice Manager

• Perform comprehensive telephonic and electronic nursing assessments to evaluate patient symptoms and determine appropriate level of care.
• Utilize standardized triage protocols and clinical judgment to guide care recommendations (e.g., home care, same-day visit, urgent/emergent care).
• Facilitate one-call resolution whenever appropriate, reducing unnecessary follow-up and in-basket messaging.
• Document all patient interactions accurately and efficiently in the EHR.
• Escalate complex or high-risk cases to providers or appropriate care settings.
• Coordinate same-day or next-day appointments based on clinical need.
• Manage and respond to in-basket messages, lab results, and patient inquiries within established turnaround times.
• Provide patient education, including symptom management, medication guidance, and follow-up care instructions.
• Support population health initiatives by identifying care gaps and facilitating appropriate interventions.

• Serve as a clinical resource for CMAs, LVNs, and other care team members.
• Collaborate with providers and interdisciplinary teams to optimize workflows and patient outcomes.
• Participate in quality improvement initiatives related to access, triage efficiency, and patient safety.
• Assist in development and refinement of triage protocols and workflows.
• Participate in orientation, training, and competency validation activities.
• Maintain compliance with all organizational policies, regulatory requirements, and clinical standards.
• Perform other duties as assigned.

• Active Registered Nurse (RN) license in the state of Texas.
• Minimum of 1 year of inpatient clinical experience.
• Strong clinical assessment and critical thinking skills.
• Experience with electronic health records (EHR);
  Epic preferred.
• Excellent communication and patient education skills.
• Ability to work independently and collaboratively within a team.

• Bilingual (Spanish/English).
• Experience in ambulatory care, triage, or nurse call center environments.
• Familiarity with evidence-based triage protocols (e.g., Schmitt-Thompson).

• Advanced clinical assessment and triage decision-making.
• Strong critical thinking and problem-solving abilities.
• Ability to prioritize and manage high-volume patient communication.
• Effective patient education and motivational communication.
• Proficiency in EHR documentation and in-basket management.
• Care coordination and interdisciplinary collaboration.
• Leadership and ability to support clinical team members.

• Ability to work in an indoor, office-based setting.
• Prolonged periods of sitting with frequent computer and telephone use.
• Continuous verbal communication and active listening.
• Ability to multitask, prioritize, and respond quickly in high-volume situations.
• Strong attention to detail and ability to interpret clinical information accurately.
• Ability to remain calm and exercise sound judgment in urgent or emergent situations.
• Occasional minimal lifting (up to 15 lbs.).