PRIMARY DUTIES
Perform comprehensive telephonic and electronic nursing assessments to evaluate patient symptoms and determine appropriate level of care
Utilize standardized triage protocols and clinical judgment to guide care recommendations (e.g., home care, same-day visit, urgent/emergent care)
Facilitate one-call resolution whenever appropriate, reducing unnecessary follow-up and in-basket messaging
Document all patient interactions accurately and efficiently in the EHR
Escalate complex or high-risk cases to providers or appropriate care settings
Coordinate same-day or next-day appointments based on clinical need
Manage and respond to in-basket messages, lab results, and patient inquiries within established turnaround times
Provide patient education, including symptom management, medication guidance, and follow-up care instructions
Support population health initiatives by identifying care gaps and facilitating appropriate interventions
OTHER DUTIES
Serve as a clinical resource for CMAs, LVNs, and other care team members
Collaborate with providers and interdisciplinary teams to optimize workflows and patient outcomes
Participate in quality improvement initiatives related to access, triage efficiency, and patient safety
Assist in development and refinement of triage protocols and workflows
Participate in orientation, training, and competency validation activities
Maintain compliance with all organizational policies, regulatory requirements, and clinical standards
Perform other duties as assigned