Nurse Triage-RN-Bilingual-CA License

Requirements Include

1. Active, unrestricted California RN license - required.

2. Compact (multistate) RN license - strongly preferred.

3. Spanish/English bilingual - strongly preferred.

Position Summary

The Triage Nurse (RN) is responsible for delivering safe, evidence-based clinical assessments via telephonic interaction, utilizing established protocols to determine appropriate direction of care. This role ensures timely, accurate, and compliant triage while providing a high level of patient-centered communication and documentation.

Core Responsibilities

1. Clinical Triage & Assessment

• Conduct comprehensive telephonic assessments using structured triage protocols
• Accurately identify red flags and escalate care appropriately
• Apply critical thinking to determine appropriate direction of care:
• Self-care
• Telemedicine
• Office visit
• Urgent care
• Emergency services
• Ensure patient safety is the top priority in all decisions, selecting the appropriate direction of care for the injury

2. Protocol Adherence

• Utilize approved triage guidelines (e. g., internal protocols / evidence-based tools)
• Follow standardized workflows for symptom evaluation and disposition
• Maintain consistency in protocol usage across all calls
• Escalate when protocols do not clearly align with patient presentation

3. Direction of Care Accuracy

• Provide clear, clinically appropriate care recommendations
• Avoid over-triaging (unnecessary escalation) and under-triaging (missed severity)
• Reinforce alignment with current state-specific and client-specific requirements
• Ensure all referrals are properly documented and communicated

4. Call Management & Efficiency

• Manage call flow efficiently while maintaining quality and safety

Adhere to Performance Expectations For

• Average Handle Time (AHT)
• After Call Work (ACW)
• Balance efficiency with thorough clinical evaluation
• Minimize duplication of work during transferred calls (e. g., confirm identifiers only)

5. Documentation & Compliance

• Complete accurate, timely, and detailed documentation for every interaction

Ensure All Documentation Meets

• Clinical standards
• Legal and regulatory requirements
• Company compliance expectations
• Maintain HIPAA compliance and always protect patient confidentiality

6. Patient Communication

• Demonstrate professionalism, empathy, and active listening
• Clearly explain care instructions and next steps
• Ensure patient understanding and engagement
• Provide reassurance while maintaining clinical accuracy

7. Quality Assurance & Continuous Improvement

• Participate in QA reviews and coaching sessions
• Maintain target QA score expectations (e. g., ≥95%)
• Apply feedback to improve clinical decision-making and call handling
• Engage in ongoing education and protocol refreshers

8. Collaboration & Escalation

Collaborate With

• Supervisors
• Interdepartmental communication as necessary
• QA and other teams as necessary

Escalate

• Clinical concerns
• System or workflow issues
• Patient safety risks
• Support team initiatives to improve outcomes and workflows

9. Technology & Systems Use

• Utilize triage platforms, documentation systems, and communication tools effectively

Maintain Proficiency In

• Call handling systems
• Documentation software
• Internal communication platforms (e. g., Teams)
• Report technical issues promptly

Performance Expectations

• Deliver safe, accurate triage decisions aligned with protocols
• Maintain quality scores at or above established benchmarks
• Meet productivity and efficiency targets without compromising care
• Demonstrate consistent adherence to workflows and compliance standards

Key Competencies

• Clinical judgment & critical thinking
• Strong communication skills
• Attention to detail
• Time management
• Adaptability in a fast-paced environment
• Commitment to patient safety and compliance

Licensure & Requirements

• Active, unrestricted California RN license - required.
• Compact (multistate) RN license - strongly preferred.
• Spanish/English bilingual - strongly preferred.