Triage Nurse, Full-time, Contact Center

Remote, USA • Full-time • Posted 2026-05-31

Provide telephone triage with Epic’s Nurse Triage module, asking focused questions to assess symptoms, rule out red flags, and recommend the right level of care.
Verify and update patient information, protect privacy under HIPAA, and coordinate with clinic teams to schedule or adjust appointments and escalate urgent or complex cases.
Document calls in real time in the EHR while using Epic and contact center tools to navigate charts, follow protocols, and meet quality and performance expectations.
Handle emotionally charged situations with empathy and professionalism, ensuring patients feel heard, informed, and confident about next steps.
Take part in ongoing training and continuous improvement, sharing trends and feedback to strengthen workflows, quality, and team culture.

Current, unrestricted RN license in North Carolina; willingness to obtain additional licensure if needed.
1+ years outpatient telephone triage experience or 3+ years clinical nursing experience (ideally primary care, emergency, home health, or med-surg).
Strong clinical assessment skills and sound judgment, with the ability to follow standardized guidelines and know when to pause and escalate.
Excellent communication skills — you translate complex medical information into clear, patient-friendly language and maintain a calm, steady presence when patients are anxious or unsure.
Comfort in a remote contact center setting with back-to-back calls, defined performance metrics, and real-time use of multiple systems (EHR and contact center tools) while documenting and typing ~50 WPM.
A strong commitment to patient privacy and strict adherence to HIPAA and all relevant policies.