Triage Nurse Call Center
Triage Nurse Call Center
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Job Description
Job Details
Description
At DAP Health we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider we deliver compassionate high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health wellness programs and beyond with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate innovative organization dedicated to making a meaningful impact in the lives of those we serve. If youre looking for a dynamic and purpose-driven environment we invite you to explore the opportunity to contribute to our mission.
Job Summary
The Triage Nurse Call Center is responsible for managing and responding to all incomingclinical calls to DAP Healths Central Access Center. Utilizing strong clinical judgmentevidence-based protocols and excellent communication skills the Triage Nurse provides safetimely and appropriate telephone-based clinical assessment guidance and escalation addition to triage responsibilities this role provides backup support for in-basket workflowsincluding test result tracking prescription refill routing and clinical message triage. The nursemaintains high standards of documentation collaborates closely with clinic leadership and Risk& Quality teams and actively contributes to workflow reviews and care optimization position also supports care gap closure efforts and participates in meetings as needed tomaintain alignment with service line workflows and access part of a Federally Qualified Health Center (FQHC) this role adheres to expectations underFTCA HRSA and state regulations ensuring that triage decisions are well-documentedaligned with scope of practice and contribute to DAP Healths commitment to accessible high quality patient-centered care.
Supervisory Responsibilities: None
Essential Duties/Responsibilities:
Clinical Triage & Patient Communication
- Respond promptly to incoming clinical calls using evidence-based protocols clinicalreasoning and patient health records to assess and address patient needs
- Provide safe and appropriate guidance education and next-step instructions includingreferrals to internal services or escalation to a provider or emergency care whenwarranted
- Ensure clear complete and timely documentation of all triage calls within the EHRincluding presenting symptoms clinical assessment advice given escalation pathwayand follow-up plan
In-Basket Support & Clinical Task Management
- Provide supplemental in-basket coverage by reviewing and triaging test results patientmessages prescription refill requests and other nursing tasks assigned via the EHR
- Route tasks accurately and efficiently to the appropriate team member or service linebased on urgency workflow protocol and patient need
- Serve as a clinical support resource to provider teams ensuring that urgent or safety sensitive items are not missed or delayed in routing or response
Risk Management Quality & Documentation Standards
- Maintain a high standard of documentation in accordance with FTCA coverage HRSAguidelines and California Board of Nursing scope of practice
- Partner with Risk Management and Quality teams to proactively review and refine triageand documentation workflows that support patient safety and regulatory readiness
- Support the continuous review and standardization of in-basket and triage processesacross departments to ensure safe reliable and equitable care delivery
Clinical Collaboration & Relationship Building
- Build and maintain strong working relationships with site-based leadership includingClinic Managers Nurse Leads and Medical Assistants
- Actively participate in cross-functional team meetings clinical huddles workflowdevelopment sessions and case reviews as required
- Stay up to date on workflows and offerings across all clinical service lines to ensureappropriate triage decisions and patient navigation support
Quality & Care Gap Closure
- Identify opportunities to close care gaps during patient triage interactions (e.g. missedpreventive screenings chronic disease follow-up or overdue labs)
- Deliver patient-centered education and reminders that support care adherence andtimely follow-up
- Collaborate with Quality and Nursing Leadership to ensure triage protocols are alignedwith value-based care models and organizational performance goals
Qualifications
Required Skills/Abilities
Core Competencies
- Clinical Assessment Strong ability to assess symptoms and make sound decisionsunder pressure
- Documentation Excellence Accurately records triage advice in the EHR with clinicaland legal completeness
- Patient-Centered Communication Empathetic clear and culturally competent phoneskills
- Team Collaboration Works fluidly with providers nurses clinic managers andsupport staff
- Operational Awareness Understands system-wide clinical workflows and how tonavigate patients accordingly
Education and Experience
- Active unrestricted RN license in the State of California
- Minimum 3 years of clinical nursing experience preferably in primary care urgent careor community health
- Prior triage experience or experience in a patient-facing call center
- Familiarity with clinical documentation protocols and patient safety standards
- Experience using EHRs (Epic preferred)
- Excellent clinical judgment communication skills and attention to detail
- Experience in an FQHC or similar setting preferred
- Understanding of FTCA HRSA guidelines and risk documentation practices preferred
- Exposure to care gap closure initiatives HEDIS measures or value-based carestrategies preferred
Working Conditions/Physical Requirements
- This position is on-site at a DAP Health clinic location with the possibility of hybrid
- This job operates in an office setting and requires frequent times of sitting standingrepetitive motion and talking
- May require occasional evening or weekend coverage depending on hours of operation
- Requires current and valid drivers license and current personal auto insurance
- Occasional travel to clinic sites for training onboarding or collaboration may be required
- Ability to lift up to 24 pounds
Regulatory Alignment (FQHC Context)
- As part of an FQHC triage nurses are covered under FTCA when acting within scopeusing approved protocols and documenting thoroughly
- Triage decisions are subject to review during HRSA operational site visits clinical auditsand risk management evaluations
- The role must maintain compliance with state nursing practice acts internal standardsand payer requirements related to documentation and patient safety
Employment Type
Full-Time
