Bilingual Triage Nurse

SUMMARY OF POSITION

The Triage Nurse is an essential role responsible for providing high-quality, evidence-based telephonic and virtual nursing assessment, triage, and care coordination for patients across the lifespan in the community health center setting. This role focuses incoming patient calls and electronic messages, routing patients to the appropriate level of care, including same-day visits, urgent referrals, self-care, or emergency services. The Triage Nurse collaborates closely with providers, Practice Coordinators, Site Directors, Integrated Care Coordinators, and front desk staff to ensure timely, patient-centered responses, reduce unnecessary emergency department utilization, and support continuity of care. A portion of work may be performed remotely, in accordance with organizational policies, performance expectations, and privacy/confidentiality standards.

ESSENTIAL JOB DUTIES

• Managing and responding to inbound patient calls, portal messages, and other electronic communications, obtaining a focused history and assessing urgency using approved triage protocols.
• Performing age-appropriate clinical assessments within scope of practice.
• Identifying red-flag symptoms, and providing clear, evidence-based recommendations for disposition (self-care, scheduled visit, same-day appointment, urgent care, or emergency department).
• Utilizing standardized telephone triage guidelines, standing orders, and decision-support tools to ensure consistent, safe, and efficient triage.
• Documenting all triage encounters promptly and accurately in the electronic health record (EHR), including assessment data, clinical reasoning, interventions, and patient education.
• Escalating complex or high-risk clinical situations to providers or on-call clinicians in real time, ensuring closed-loop communication and timely resolution.
• Providing clear, culturally and linguistically appropriate instructions to patients and caregivers regarding symptom monitoring, warning signs, and when and how to seek further care.
• Scheduling or coordinating same-day and follow-up appointments based on triage outcomes, working closely with front desk and scheduling staff to optimize access and clinic capacity.
• Routing triage documentation, messages, and tasks to appropriate providers, Care Teams, or departments in accordance with organizational workflows and inbox management protocols.
• Supporting providers by managing protocolized inbox messages (e.g., normal results, medication refills, minor symptom management) within defined standing orders and guidelines.
• Facilitating referrals to internal and external services (e.g., behavioral health, specialty care, care coordination, community resources) and supporting patients in navigating next steps.
• When on-site, participating in clinic-based activities as needed, including limited in-person triage, immunization administration, or care coordination tasks consistent with RN scope and organizational priorities.
• Maintaining a safe, confidential, and distraction-free work environment when working remotely, in alignment with HIPAA, organizational security requirements, and IT policies.
• Using telephony, EHR, and other digital tools efficiently to manage call queues, monitor workloads, and maintain timely response standards for patient communication.
• Participating in quality improvement initiatives related to access, call response times, patient satisfaction, avoidable ED utilization, and clinical outcomes associated with telephone triage.
• Maintaining current knowledge of nursing best practices, telephone triage standards, and relevant clinical guidelines, including OSHA, safety, and infection control protocols for any on-site duties.
• Collaborating with providers, Practice Coordinators, Site Directors, and Care Team members to refine triage workflows, standing orders, and patient communication processes.
• Carrying out Vibrant Health's mission: We provide access for all to integrated and high-quality care that fosters health beyond our walls.
• Upholding and promoting the mission with particular attention to the needs of vulnerable and medically complex populations.
• Accepting and using supervision, direction and consultation to maximize available resources in the completion of work duties.
• All job responsibilities will be carried out under the direction of the organization's policies and procedures.
• Additional responsibilities may be assigned as needed to maintain and improve effective functioning of the department and to advance the mission of the organization.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Graduate of an accredited nursing program with a current, unrestricted Registered Nurse (RN) license from the Kansas Board of Nursing.
• Current certification in Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals.
• Credentialing and privileging approved by the Center's Board.
• Strong knowledge of nursing principles, health promotion, disease prevention, and symptom management across the lifespan.
• Demonstrated competence in clinical triage, assessment, and decision support within RN scope of practice, preferably in telephone or virtual settings.
• Proficient understanding of medical terminology, documentation standards, and the Kansas Nursing Practice Act.
• Excellent verbal communication skills, with the ability to quickly build rapport by phone, obtain an accurate history without visual cues, and provide clear, plain-language instructions.
• Strong written communication skills for concise, accurate documentation and electronic communication with providers, staff, and patients.
• Competence in using clinical tools and office equipment, including EHRs, telephony platforms, secure messaging systems, and standard office software.
• Strong organizational and time management skills with the ability to manage high call volumes, prioritize competing demands, and meet response-time standards.

Individual must:

1. Build and maintain effective rapport with patients, families, staff, and community partners to support coordinated, compassionate care.
2. Demonstrate professional, respectful, and ethical conduct in all interactions, including virtual and telephonic encounters.
3. Work independently and collaboratively within a team environment; effectively prioritize tasks, adapt to changing needs, solve problems, and meet established deadlines.
4. Provide exemplary customer service with a helpful, positive, and patient-centered approach.
5. Exhibit strong organizational skills, attention to detail, and the ability to manage multiple responsibilities efficiently in a hybrid work model.
6. Communicate medical information clearly and in plain language, recognizing and valuing cultural and linguistic diversity.
7. Demonstrate cultural sensitivity and understanding appropriate for working with patients and staff from diverse backgrounds.
8. Hold current driver's license and reliable transportation.
9. Travel to all parts of the facility and throughout the community.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• One (1) year of practice experience as an RN providing direct patient care, preferably in primary care, urgent care, pediatrics, or emergency settings.
• Previous experience in telephone triage, nurse advice lines, or virtual care.
• Bilingual fluency in written and oral English/Spanish.
• Previous experience in a Community Health Center or FQHC setting.

SUPERVISORY RESPONSIBILITY

N/A

Americans with Disability Specifications

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must frequently lift and/or move materials that may weigh up to 40 pounds.

Work Environment

Work environment characteristics described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable accommodations may

be made to enable individuals with disabilities to perform the essential functions.

• Position involves extensive use of computer, telephone and copier equipment.
• Must have manual dexterity and experience to perform handwritten paperwork, documentation, recordkeeping, and filing.
• Extended periods of sitting, standing and walking are required.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required.
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B, flu and COVID-19 immunizations.
• Occasional evening and weekend availability is required.

Trauma Informed Care

At Vibrant Health, we understand that many, if not most, people have experienced trauma in their lives. We have made a commitment to trauma informed care and support and educate team members continued development of understanding of how trauma affects individuals and coping strategies. We expect employees to incorporate their understanding about trauma into interactions with our patients and families, clinic visitors, and with each other.

Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans.