Overall Purpose

As a member of the Access Center team, fields inbound calls to triage inbound calls from patients and queue patients for telemedicine providers when available.

Work Location & Schedule

This role offers a hybrid work arrangement. Candidates will follow our hybrid schedule, working in office three days per week.

Essential Functions

Clinical Triage & Assessment

• Answer inbound patient calls, video visits, and secure messages to the telemedicine urgent care line during scheduled business hours
• Conduct focused clinical assessments by obtaining chief complaint, symptom onset and severity, relevant history, current medications, and allergies
• Apply approved evidence-based triage protocols (e.g., Schmitt-Thompson) to determine acuity and recommend the appropriate level of care
• Identify red-flag symptoms requiring emergent intervention and initiate immediate escalation, including directing patients to call 911 or proceed to the nearest emergency department
• Recognize the limits of virtual assessment and escalate to in-person evaluation when remote triage is insufficient

Disposition & Care Coordination

• Assign dispositions across the full continuum: emergency care, same-day urgent care, telehealth provider visit, next-available primary care appointment, or protocol-supported home care
• Complete warm handoffs to on-call providers, advanced practice clinicians, or specialty lines as clinically indicated
• Schedule or facilitate scheduling of follow-up appointments and coordinate referrals, home health, DME, and transportation as needed
• Provide protocol-approved self-care instructions and patient education, including clear return precautions and when to seek higher-level care
• Perform outbound follow-up callbacks on high-acuity or unresolved dispositions per program standards

Documentation & Systems

• Document all encounters in the electronic health record in real time, capturing assessment, protocol used, disposition, patient education provided, and patient verbalized understanding
• Verify patient identity and demographics and obtain and document telehealth consent at the start of each encounter
• Route medication refill requests, prior authorization questions, and results inquiries to the appropriate clinical owner within scope of practice
• Maintain accurate call disposition coding to support reporting, quality review, and utilization analytics

Quality, Compliance & Performance

• Practice within RN scope of practice and applicable state licensure requirements, including multi-state compact licensure where required for cross-state telehealth
• Adhere to HIPAA, organizational privacy standards, and telehealth-specific regulatory and payer requirements
• Meet service-level expectations for average speed to answer, call abandonment, handle time, and documentation timeliness
• Participate in call recording review, peer review, and protocol adherence audits; incorporate feedback into practice
• Report clinical safety events, near misses, and protocol gaps through established channels
• Ensure compliance with company and CMS regulatory requirements.
• Perform other duties as assigned.

Population Health Support

• Identify open care gaps, chronic condition management needs, and social barriers to care surfaced during triage encounters
• Refer eligible patients to care management, behavioral health, or disease management programs per referral criteria
• Conduct outbound telephonic check in calls for high risk program members during low in-bound call times

Schedule & Coverage

• Work a scheduled Monday–Friday day shift, 8:00 a.m. to 5:00 p.m., with occasional flexibility to support coverage needs
• Participate in team huddles, staff meetings, and required competency and protocol training

Knowledge, Skills, and Abilities

Knowledge

• Working knowledge of standardized nurse triage protocols and their appropriate application and documented override process
• Understanding of urgent versus emergent symptom presentation across common adult complaints, including cardiac, respiratory, neurologic, abdominal, and behavioral health
• Familiarity with RN scope of practice boundaries, particularly the distinction between protocol-based advice and independent medical decision-making
• Knowledge of HIPAA, telehealth consent requirements, and state-specific telehealth regulations
• Understanding of the local care delivery landscape — urgent care, emergency, and specialty access points — sufficient to make practical disposition recommendations
• Basic understanding of insurance coverage concepts and how benefit design affects site-of-care recommendations

Skills

• Strong verbal communication skills, with the ability to elicit accurate clinical information from patients who are anxious, in pain, distracted, or providing incomplete history
• Active listening and interviewing skills sufficient to identify what the patient has not said
• Clear, concise clinical documentation completed concurrently with the encounter
• Proficiency with electronic health records, telephony and queue management systems, video visit platforms, and secure messaging
• Ability to type and navigate multiple systems while maintaining conversational engagement with the patient
• De-escalation skills for dissatisfied, distressed, or escalated callers
• Clear, concise clinical documentation completed concurrently with the encounter

Abilities

• Ability to make sound, defensible clinical judgments quickly and with incomplete information, erring toward patient safety when uncertain
• Ability to work autonomously with limited direct supervision while knowing when to escalate to a provider or supervisor
• Ability to manage sustained call volume and maintain quality and empathy across a full shift
• Ability to follow protocol consistently while recognizing the situations that fall outside it
• Ability to shift rapidly between low-acuity and high-acuity encounters without carryover
• Ability to work effectively with interdisciplinary teams, including providers, care management, scheduling, and front-office staff
• Ability to maintain composure and act decisively during emergent calls

Experience

Required Experience

• Minimum 3 years of direct clinical RN experience, with at least 2 years in an acute care, emergency department, urgent care, or ambulatory setting
• Demonstrated experience performing patient assessment and prioritization without the benefit of physical examination findings, or willingness to complete formal telephone triage training
• Prior telephone triage, nurse advice line, or virtual care experience
• Experience with Schmitt-Thompson or comparable published protocol sets
• Experience with Medicare Advantage or managed care populations
• Familiarity with care gap identification and referral to care management, disease management, or behavioral health programs

Education

Required Licensure & Education

• Current, unrestricted Registered Nurse license in the state of practice
• Compact (eNLC) multistate licensure, or willingness to obtain licensure in additional states within a defined timeframe
• Associate degree in Nursing required; BSN preferred
• Current BLS certification

Pay Range: $80,000-92,000 depending on experience

About P3

People. Passion. Purpose.

At P3 Health Partners, our promise is to guide our communities to better health, unburden clinicians, align incentives and engage patients. We are a physician-led organization relentless in our mission to overcome all obstacles by positively disrupting the business of health care, transforming it from sickness care into wellness guidance. If you are passionate about your work; eager to have fun; and motivated to be part of a fast-growing organization, then you should consider joining our team.

Licenses & Certifications

• RN License

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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