Clinical Triage LVN
Position Summary Harbor Health is seeking a compassionate, detail-oriented, and protocol-driven LVN to support our centralized nurse triage team. This position will follow approved protocol-based workflows and support triage calls through focused data collection, patient case preparation, callback coordination, scheduling support, documentation completion, and closed-loop follow-up. This is a remote position.
Key Responsibilities
Protocol Based Triage Workflow Support Execute approved triage support protocols. Monitor assigned Athena and Twilio work queues according to priority rules. Match Twilio calls/tasks to the correct Athena patient case. Identify duplicate, incomplete, mismatched, or misrouted cases. Route administrative or protocol-eligible work appropriately. Escalate cases when hard-stop criteria are met. Support live queue visibility and workflow stability. Focused Data Collection Collect focused patient information according to approved protocols. Confirm chief complaint, symptom onset, current symptom status, patient location, caller relationship, and callback number as needed. Document patient-reported information accurately and objectively. Confirm whether emergency instructions were already provided. Identify worsening, severe, unclear, or high-risk symptoms and escalate appropriately. Avoid independent final disposition or unsupported clinical interpretation. Scheduling and Care Coordination Schedule Express Care, PCP visits, or follow-up appointments per protocol. Complete assigned closed-loop follow-up tasks. Support after-hours follow-up workflows and coordination with care teams. Documentation and Data Management Document protocol-based actions accurately in Athena. Use approved macros, workflow tags, and standardized documentation fields. Document contact attempts, scheduling outcomes, escalation, and follow-up completion. Maintain confidentiality and comply with Harbor Health policies and privacy regulations. Escalate documentation uncertainty appropriately. Escalation and Patient Safety Escalate immediately when: Symptoms are new, worsening, severe, unclear, or high-risk. Patients decline recommended care or follow-up. Patients cannot be reached after urgent symptom concerns. Safety cannot be confirmed. Concerns fall outside approved LVN protocols. High-risk symptoms are reported, including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, neglect, or safety threats. Patients request clinical advice outside protocol scope. Quality Improvement and Workflow Support Participate in workflow, escalation, and documentation training. Identify workflow barriers, duplicate cases, scheduling gaps, and patient access concerns. Support operational improvements that enhance patient access, quality, and closed-loop care.
Required Qualifications
Active Texas LVN license or compact state privilege. Experience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings preferred. Strong attention to detail and organizational skills. Strong verbal and written communication skills. Ability to work effectively in a fast-paced, queue-based environment. Proficiency with EHR systems and basic computer skills.
Preferred Qualifications
Experience with Athena, Twilio, centralized triage workflows, or triage support models. Bilingual skills preferred based on patient population needs. Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed.