Registered Nurse, Phone Triage (On-Site)

Job Title: Registered Nurse, Phone Triage (on-site)

Department: Clinic

Position type: Full Time 37.5 Hours

FLSA: Non-Exempt

Job Summary

Join us and be part of a mission‑driven clinical team committed to innovation, collaboration, and continuous development. Under the direction of the Nurse Manager, the Phone Triage RN provides high‑quality telephone triage, clinical assessment, care coordination, and patient education. The RN uses evidence‑based protocols and strong clinical judgment to assess patient needs, determine urgency, and support timely access to care.

Duties/Responsibilities

• Respond to incoming patient calls and conduct telephone triage.
• Assess symptoms, determine acuity, and direct patients to the appropriate level of care.
• Schedule and coordinate patient appointments with clinic staff and providers.
• Provide patient education and care instructions within the RN scope of practice.
• Perform outreach for overdue labs, chronic disease follow-up, and care gaps.
• Complete and process patient forms (disability, school, insurance, etc.).
• Document patient interactions accurately and in a timely manner in the EMR.
• Communicate professionally and support teamwork across departments.
• Participate in workflow and quality improvement initiatives.
• Perform other duties as assigned.

Required Skills/Abilities

• Strong clinical assessment and critical thinking skills.
• Excellent verbal and written communication.
• Strong interpersonal and customer service skills.
• Ability to work effectively in a fast-paced environment.
• Proficiency with Electronic Health Records; EPIC preferred.
• Ability to work with diverse and vulnerable patient populations.
• Excellent organizational, computer, and documentation skills.

Education and Experience

• Graduate of an accredited School of Nursing.
• Associate Degree in Nursing (ADN) required; Bachelor of Science in Nursing (BSN) strongly preferred.
• Active and unencumbered New York State RN license.
• Minimum of three (3) years of nursing experience in acute care, outpatient, ambulatory, or primary care settings.
• Experience performing symptom assessment and/or telephone triage preferred.
• Experience supporting patients with chronic disease management preferred.
• Experience working with patients living with HIV/AIDS preferred.

Physical Requirements

While performing the duties of this job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee may occasionally need to stoop, bend, and lift or move up to 25 pounds. Specific vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity: Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and opinions. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement plans.

If you are ready to advance your career and contribute to our mission, we encourage you to apply today!