Triage Nurse III (32246)

Position Summary The Triage Lead is a hybrid position that supports daily clinical triage functions while serving as the point of contact and coordinator for the broader Triage MA team. This role is responsible for performing standard triage medical assistant duties and supporting the Triage Manager with staff guidance, education, workflow improvements, and performance monitoring. The lead ensures consistency in patient communication, documentation, and protocol adherence across all triage functions. Job Relationships - Reports to the Triage Manager

• Works closely with Clinical Informatics’ Team, Providers, and Site Clinical Staff
• Collaborates with Scheduling, Billing, and other support departments as needed

Qualifications High school diploma or equivalent Certification required as a Medical Assistant (AAMA, AMT, NCCT, or NHA), licensure as a Vocational Nurse (LVN) or Registered Nurse (RN). Current BLS certification Minimum of 2 years’ experience in ambulatory clinical care, call center, or specialty practice setting Strong knowledge of medical terminology, clinical protocols, and urologic conditions Excellent documentation, communication, and follow-through skills Experience using EHR systems such as Urochart Previous triage or care coordination experience Familiarity with HIPAA-compliant remote work standards (if remote) Essential Job Duties Clinical Triage Duties Answer and triage incoming patient phone calls using approved protocols and systems Accurately document all communication in the EMR and triage system Communicate provider-reviewed results and instructions to patients without interpretation Relay prescription refill requests and orders to pharmacies per provider direction Schedule patient appointments, tests, and procedures based on clinical instructions Collect and update patient histories, medications, allergies, and urologic symptoms over the phone Obtain and organize outside records, lab results, imaging, and referrals Provide standardized patient education for procedures, catheter care, and expectations Escalate urgent symptoms or safety concerns following triage protocols Participate in peer audits and maintain documentation quality standards Adhere to HIPAA, clinical privacy standards, and scope-of-practice requirements Team Lead Responsibilities Serve as the primary point of contact for triage medical assistants across the department Facilitate regular huddles and relay updates, policy changes, or workflow clarifications Support new hire onboarding and serve as a peer resource for training and process questions Identify and address knowledge or performance gaps in collaboration with the Shared Services Manager Conduct periodic peer check-ins to support engagement, consistency, and team alignment Track and assist with individual and team performance metrics (triage volume, call resolution time) Assist in organizing in-service education and triage protocol refreshers Promote team morale and professional growth through a supportive work environment Collaboration & Operational Support Work closely with the Shared Services Manager on: Triage metrics and reporting Identifying workflow inefficiencies or protocol updates Staffing and scheduling coordination Communicate effectively with clinical sites, providers, and centralized teams Support alignment across departments Represent the triage team in internal initiatives or cross-departmental projects as assigned Performance Requirements Knowledge Understanding of triage scope of practice, medical terminology, and outpatient protocols Familiarity with EMR systems, patient call documentation, and escalation criteria Knowledge of urologic symptom patterns and urgent flags Understanding of internal workflows across clinic and centralized teams Skills Skilled in triaging calls, documenting interactions, and following delegated instructions Effective communicator and team collaborator Strong time management and follow-through skills Able to mentor and support peers while maintaining high performance Abilities Ability to prioritize in a fast-paced, multi-tasking clinical environment Ability to resolve peer-level questions and elevate as needed Ability to coordinate tasks across multiple clinics or specialties Ability to maintain confidentiality and uphold compliance standards Physical Demands And Work Environment Primarily a clinical office setting with moderate noise and frequent interaction Hybrid role: may require both remote and in-office presence based on team needs Occasional lifting up to 20 pounds; frequent sitting, typing, phone use Vision required for close detail work and EMR navigation #J-18808-Ljbffr GI Alliance