Clinical Triage LVN

Skip to Main Content CareersLog inClinical Triage LVNShow All JobsApplyLocationRemote - United StatesJob CategoryLVN, Chronic CareIndustryHealthcareEmployee TypeExempt - FTMinimum Experience3 YearsContact informationNameAbby HelselPhone512-766-1346Emailabby.hallman@harborhealth.comDescriptionHarbor HealthLicensed Vocational Nurse – Clinical TriageRemote  |  Clinical Operations  |  Full-TimePOSITION OVERVIEWHarbor Health is seeking a compassionate, detail-oriented, and protocol-driven Licensed Vocational Nurse (LVN) to support our centralized clinical triage team. In this remote role, you will follow approved protocol-based workflows to support triage calls through focused data collection, member case preparation, callback coordination, scheduling support, documentation completion, and closed-loop follow-up. You will work collaboratively with our clinical practice team to deliver safe, consistent, member-centered care that aligns with our mission of transforming healthcare through our payvider model.POSITION DUTIES & RESPONSIBILITIESProtocol-Based Triage Workflow SupportExecute approved triage support protocols and monitor assigned Athena and Twilio work queues according to established priority rulesMatch Twilio calls and tasks to the correct Athena member case; identify duplicate, incomplete, mismatched, or misrouted casesRoute administrative or protocol-eligible work appropriately and support live queue visibility and workflow stabilityEscalate cases when hard-stop criteria are metFocused Data CollectionCollect focused member information according to approved protocols, including chief complaint, symptom onset, current symptom status, member location, caller relationship, and callback numberDocument member-reported information accurately and objectively; confirm whether emergency instructions were already providedIdentify worsening, severe, unclear, or high-risk symptoms and escalate appropriatelyAvoid independent final disposition or unsupported clinical interpretationScheduling & Care CoordinationSchedule Express Care, PCP visits, or follow-up appointments per protocolComplete assigned closed-loop follow-up tasks and support after-hours follow-up workflowsCoordinate with care teams to ensure continuity and reduce missed handoffsDocumentation & Data ManagementDocument protocol-based actions accurately in Athena using approved macros, workflow tags, and standardized fieldsDocument contact attempts, scheduling outcomes, escalation actions, and follow-up completionMaintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirementsEscalate documentation uncertainty appropriatelyEscalation & Member SafetyEscalate immediately when symptoms are new, worsening, severe, unclear, or high-risk; when members decline recommended care or follow-up; when members cannot be reached after urgent symptom concerns; or when safety cannot be confirmedEscalate high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, neglect, or safety threatsEscalate concerns that fall outside approved LVN protocols or when members request clinical advice beyond protocol scopeQuality Improvement & Workflow SupportParticipate in workflow, escalation, and documentation trainingIdentify workflow barriers, duplicate cases, scheduling gaps, and member access concernsSupport operational improvements that enhance member access, quality, and closed-loop careDESIRED PROFESSIONAL SKILLS & EXPERIENCERequired:Active Texas LVN license or compact state privilegeExperience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings preferredStrong attention to detail and organizational skillsStrong verbal and written communication skillsAbility to work effectively in a fast-paced, queue-based environmentProficiency with EHR systems and basic computer...