POSITION OVERVIEW
Harbor 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 & RESPONSIBILITIES
Clinical Triage & Queue Management
Monitor assigned Athena and Twilio work queues according to established priority rules.
Manage live and non-live triage requests, including member calls, portal messages, clinic requests, refill-related symptom concerns, and other routed clinical concerns.
Match calls and tasks to the correct Athena patient case; identify duplicate, incomplete, or misrouted cases.
Prioritize work based on clinical urgency, member safety risk, and approved workflow standards.
Nursing Assessment & Disposition
Conduct clinical assessments of member symptoms, history, current condition, and reported concerns.
Use approved triage protocols, clinical decision-support tools, and nursing judgment to determine appropriate care recommendations.
Confirm key member information including chief complaint, symptom onset, patient location, and callback number.
Identify red flags, worsening symptoms, high-risk presentations, or unclear clinical scenarios requiring escalation.
Determine appropriate triage outcomes: emergency care, same-day care, routine follow-up, home care guidance, or provider escalation.
Member Education & Care Coordination
Provide clear, understandable member education aligned with approved clinical protocols.
Communicate return precautions, safety-net instructions, and guidance for the appropriate care setting.
Direct members to the right resource — Emergency Department, Express Care, PCP visit, virtual visit, or follow-up appointment.
Support closed-loop follow-up to reduce missed handoffs and improve continuity of care.
Coordinate with clinic teams, providers, care management, and administrative support staff as needed.
Documentation & Data Management
Document triage encounters accurately and objectively in Athena using approved macros, workflow tags, and standardized fields.
Record clinical assessment findings, protocol used, triage disposition, member education provided, escalation actions, and follow-up steps.
Document unsuccessful contact attempts and unresolved safety concerns per approved workflow.
Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements.
Escalation & Member Safety
Escalate 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 neglect.
Quality Improvement & Workflow Support
Participate in workflow, escalation, documentation, and quality improvement activities.
Identify workflow barriers, routing issues, duplicate cases, scheduling gaps, technology concerns, and member access issues.
Collaborate with the Lead Triage Nurse and leadership to support reliable, scalable triage operations.
DESIRED PROFESSIONAL SKILLS & EXPERIENCE
Required
Active, unencumbered Registered Nurse license in Texas or compact state privilege.
Minimum of 3–5 years of clinical nursing experience.
Experience in ambulatory care, primary care, urgent care, emergency department, telephone triage, or care coordination.
Strong clinical assessment, critical thinking, and prioritization skills.
Strong verbal and written communication skills.
Proficiency with EHR systems and basic computer skills.
Ability to remain calm, professional, and empathetic during urgent or high-pressure situations.
Preferred
Experience with Athena, Twilio, ClearTriage, Schmitt-Thompson protocols, or centralized triage workflows.
Bilingual in English/Spanish, based on patient 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
COMPANY OVERVIEW
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!
EQUAL EMPLOYMENT OPPORTUNITY
Harbor Health is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We are committed to creating an inclusive environment for all clinicians and teammates and actively encourage applications from people of all backgrounds.
