Harbor HealthRegistered Nurse – Clinical TriagePOSITION OVERVIEWHarbor Health is seeking a compassionate, detail-oriented, and clinically strong Registered Nurse to join our centralized clinical triage team. In this role, you will use your nursing judgment, evidence-based protocols, and clinical decision-support tools to assess member symptoms, determine appropriate dispositions, provide patient education, and escalate urgent concerns — all in support of a seamless, safe member experience across our Texas markets. You will work collaboratively with our clinical practice team to deliver exceptional care that aligns with our mission of transforming healthcare through our payvider model.POSITION DUTIES & RESPONSIBILITIESClinical Triage & Queue ManagementMonitor assigned Athena and Twilio work queues according to established priority rulesManage live and non-live triage requests, including member calls, portal messages, clinic requests, refill-related symptom concerns, and other routed clinical concernsMatch calls and tasks to the correct Athena patient case; identify duplicate, incomplete, or misrouted casesPrioritize work based on clinical urgency, member safety risk, and approved workflow standardsNursing Assessment & DispositionConduct clinical assessments of member symptoms, history, current condition, and reported concernsUse approved triage protocols, clinical decision-support tools, and nursing judgment to determine appropriate care recommendationsConfirm key member information including chief complaint, symptom onset, patient location, and callback numberIdentify red flags, worsening symptoms, high-risk presentations, or unclear clinical scenarios requiring escalationDetermine appropriate triage outcomes: emergency care, same-day care, routine follow-up, home care guidance, or provider escalationMember Education & Care CoordinationProvide clear, understandable member education aligned with approved clinical protocolsCommunicate return precautions, safety-net instructions, and guidance for the appropriate care settingDirect members to the right resource — Emergency Department, Express Care, PCP visit, virtual visit, or follow-up appointmentSupport closed-loop follow-up to reduce missed handoffs and improve continuity of careCoordinate with clinic teams, providers, care management, and administrative support staff as neededDocumentation & Data ManagementDocument triage encounters accurately and objectively in Athena using approved macros, workflow tags, and standardized fieldsRecord clinical assessment findings, protocol used, triage disposition, member education provided, escalation actions, and follow-up stepsDocument unsuccessful contact attempts and unresolved safety concerns per approved workflowMaintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirementsEscalation & Member SafetyEscalate immediately for severe, worsening, or unclear symptoms; emergency symptoms or safety threats; members declining urgent care; unreachable members with urgent symptoms; and high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, or neglectQuality Improvement & Workflow SupportParticipate in workflow, escalation, documentation, and quality improvement activitiesIdentify workflow barriers, routing issues, duplicate cases, scheduling gaps, technology concerns, and member access issuesCollaborate with the Lead Triage Nurse and leadership to support reliable, scalable triage operationsDESIRED PROFESSIONAL SKILLS & EXPERIENCERequired:Active, unencumbered Registered Nurse license in Texas or compact state privilegeMinimum of 3–5 years of clinical nursing experienceExperience in ambulatory care, primary care, urgent care, emergency department, telephone triage, or care coordinationStrong clinical assessment, critical thinking, and prioritization skillsStrong verbal and written communication skillsProficiency with EHR systems and basic computer skillsAbility to remain calm, professional, and empathetic during urgent or high-pressure situationsPreferred:Experience with Athena, Twilio, ClearTriage, Schmitt-Thompson protocols, or centralized triage workflowsBilingual in English/Spanish, based on patient population needsFlexibility to support varied shifts, weekends, holidays, or after-hours workflows as neededWHAT WE OFFERCompetitive salary and incentivesGenerous PTO10 paid holidaysMedical, Dental, and Vision Insurance401(k) Investment PlanCompany EquityAt Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!
