Nurse Triage-RN-Bilingual-CA License

MedRisk; Conshohocken (Montgomery County); Remote; USD 70,000 - 100,000; Full time

Job summary

MedRisk is seeking a Telephonic Triage Nurse (RN) to deliver safe, evidence-based assessments over the phone. You will determine the appropriate direction of care using established protocols, document thoroughly, and protect patient confidentiality.

Strong preference for active California RN licensure and a compact multistate license. Spanish/English bilingual skills are highly desired in a fast-paced, compliant environment.

Qualifications

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

Responsibilities

• Deliver safe, evidence-based clinical triage via telephonic interaction.
• Use established protocols to determine direction of care (self-care, telemedicine, office visit, urgent care, emergency).
• Document accurately and maintain HIPAA compliance for every interaction.
• Escalate when protocols do not clearly align with patient presentation.
• Maintain QA scores and adhere to productivity targets.

Skills

Clinical triage

Telephonic assessment

Direction of care

Documentation accuracy

HIPAA compliance

Empathy & communication

QA adherence

Education

RN license (California)

Tools

Triage platform

EMR/documentation systems

Internal chat/collaboration tools

Job description

• Compact (multistate) RN license - strongly preferred.
• Spanish/English bilingual - strongly preferred.
  

Requirements Include

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

• Clinical Triage & Assessment
• Conduct comprehensive telephonic assessments using structured triage protocols
• Accurately identify red flags and elevate 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
• 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
• 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
• 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)
• 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
• 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
• 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
• 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
• 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.