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.
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 callersClear,
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.