Registered Nurse Phone Triage
$74,880–$95,680 year
On-siteChula Vista, California, United States
Job Summary
Triage incoming patient calls, portal messages, and clinical concerns using nursing judgment, approved protocols, and Opsam Health policies. Assess patient symptoms, identify urgent or emergent conditions, and direct patients to the appropriate level of care, including same-day appointments, urgent care, or the emergency department. Document all encounters accurately in the electronic medical record, provide patient education within RN scope, and escalate clinical concerns to providers or leadership as required. Support clinic operations by managing medication refill workflows, assisting with prior authorization tasks, and following up on lab results and care instructions. Maintain patient confidentiality, comply with HIPAA and FQHC requirements, and participate in quality improvement and workflow standardization efforts. This role supports Opsam Health's Federally Qualified Health Center outpatient clinics, requiring full-time onsite availability and collaboration with providers and care teams.
Required Qualifications
- Active and unrestricted California Registered Nurse license
- Minimum of 3 to 5 years of recent experience in telephone triage, ambulatory care, outpatient clinic, urgent care, emergency department, primary care, or similar clinical setting
- Strong clinical assessment and critical thinking skills
- Ability to identify urgent and emergent symptoms and take appropriate action
- Experience using an electronic medical record system
- Excellent verbal and written communication skills
- Strong documentation, organization, and follow-through skills
- Ability to work independently while collaborating with providers and care teams
- Professional telephone etiquette and strong customer service skills
- Ability to remain calm, respectful, and effective when handling difficult or urgent patient situations
- Knowledge of nursing scope of practice, patient confidentiality, and healthcare compliance expectations
Desired Qualifications
- Experience working in a Federally Qualified Health Center, community health center, or safety-net outpatient setting
- Experience with eClinicalWorks or similar EMR
- Experience with medication refill protocols, prior authorization workflows, referrals, and managed care processes
- Bilingual ability preferred, especially in languages commonly spoken by Opsam Health patients
- Experience working with Medi-Cal, Medicare, uninsured, and medically underserved populations
- Familiarity with chronic disease management, preventive care measures, and team-based care
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