RN - Nurse Advice Line (Telephone Triage)

About the position This position is for a Registered Nurse (RN) to work on a Nurse Advice Line, providing telephone triage and nurse advice for medical, dental, and behavioral health concerns. The service operates 24/7/365, requiring continuous coverage including nights, after-hours, weekends, and Federal holidays. The RN will answer calls from eligible beneficiaries and their immediate family members, perform clinical triage using evidence-based protocols, assess caller concerns, determine appropriate care levels, and provide self-care guidance. Responsibilities include creating detailed encounter records for each call, ensuring HIPAA compliance, and delivering culturally sensitive, trauma-informed communication to American Indian/Alaska Native (AI/AN) beneficiaries. The role involves a 1-year contract with potential for extensions, and requires 6-8 weeks for credentialing and onboarding.

Responsibilities

• Answer nurse advice line calls from eligible WOSU beneficiaries and eligible immediate family members.
• Perform clinical telephone triage using evidence-based protocols and decision-support tools.
• Assess caller concerns, determine a disposition, and direct callers to the appropriate level of care.
• Provide self-care guidance within RN scope of practice, plus referral and follow-up guidance.
• Escalate when clinically indicated.
• For suspected emergencies or threats to life or safety, direct callers to 911/EMS and follow approved escalation procedures.
• Create an encounter record for each call, including date/time, caller/patient ID, contact info, chief concern, symptoms/history, protocol used, advice/disposition, recommended level of care, escalation actions, follow-up instructions, RN identifier, and call outcome.
• Support transmission of encounter documentation through a secure, HIPAA-compliant method within 24 hours.
• Complete training on protocol use and protocol updates.
• Report actual or suspected privacy, security, or patient-safety incidents.
• Deliver respectful, culturally sensitive, trauma-informed service to AI/AN beneficiaries.

Requirements

• Registered Nurse licensed in a U.S. state and in good standing.
• Minimum 2 years of experience.
• Evidence-based telephone triage protocols and clinical decision-support tools.
• Triage of medical, dental, and behavioral health concerns.
• Culturally sensitive, trauma-informed communication with American Indian / Alaska Native (AI/AN) beneficiaries.
• HIPAA-compliant clinical documentation and PHI/PII handling.
• Clear, non-stigmatizing communication tailored to how well the caller understands.