Harbor Health
Licensed Vocational Nurse – Clinical Triage
Remote | Clinical Operations | Full-Time
POSITION OVERVIEW
Harbor Health is seeking a compassionate, detail-oriented, and protocol-driven Licensed Vocational Nurse (LVN) to support our centralized clinical triage team. In this remote role, you will follow approved protocol-based workflows to support triage calls through focused data collection, member case preparation, callback coordination, scheduling support, documentation completion, and closed-loop follow-up. You will work collaboratively with our clinical practice team to deliver safe, consistent, member-centered care that aligns with our mission of transforming healthcare through our payvider model.
POSITION DUTIES & RESPONSIBILITIES
Protocol-Based Triage Workflow Support
- Execute approved triage support protocols and monitor assigned Athena and Twilio work queues according to established priority rules
- Match Twilio calls and tasks to the correct Athena member case; identify duplicate, incomplete, mismatched, or misrouted cases
- Route administrative or protocol-eligible work appropriately and support live queue visibility and workflow stability
- Escalate cases when hard-stop criteria are met
Focused Data Collection
- Collect focused member information according to approved protocols, including chief complaint, symptom onset, current symptom status, member location, caller relationship, and callback number
- Document member-reported information accurately and objectively; confirm whether emergency instructions were already provided
- Identify worsening, severe, unclear, or high-risk symptoms and escalate appropriately
- Avoid independent final disposition or unsupported clinical interpretation
Scheduling & Care Coordination
- Schedule Express Care, PCP visits, or follow-up appointments per protocol
- Complete assigned closed-loop follow-up tasks and support after-hours follow-up workflows
- Coordinate with care teams to ensure continuity and reduce missed handoffs
Documentation & Data Management
- Document protocol-based actions accurately in Athena using approved macros, workflow tags, and standardized fields
- Document contact attempts, scheduling outcomes, escalation actions, and follow-up completion
- Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements
- Escalate documentation uncertainty appropriately
Escalation & Member Safety
- Escalate immediately when symptoms are new, worsening, severe, unclear, or high-risk; when members decline recommended care or follow-up; when members cannot be reached after urgent symptom concerns; or when safety cannot be confirmed
- Escalate high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, neglect, or safety threats
- Escalate concerns that fall outside approved LVN protocols or when members request clinical advice beyond protocol scope
Quality Improvement & Workflow Support
- Participate in workflow, escalation, and documentation training
- Identify workflow barriers, duplicate cases, scheduling gaps, and member access concerns
- Support operational improvements that enhance member access, quality, and closed-loop care
DESIRED PROFESSIONAL SKILLS & EXPERIENCE
Required:
- Active Texas LVN license or compact state privilege
- Experience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings preferred
- Strong attention to detail and organizational skills
- Strong verbal and written communication skills
- Ability to work effectively in a fast-paced, queue-based environment
- Proficiency with EHR systems and basic computer skills
Preferred:
- Experience with Athena, Twilio, centralized triage workflows, or triage support models
- Bilingual in English/Spanish, based on member population needs
- Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed
WHAT WE OFFER
- Competitive salary and incentives
- Generous PTO
- 10 paid holidays
- Medical, Dental, and Vision Insurance
- 401(k) Investment Plan
- Company Equity
At 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!
