Harbor Health

Licensed Vocational Nurse – Clinical Triage

Remote  |  Clinical Operations  |  Full-Time

POSITION OVERVIEW

Harbor 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 & RESPONSIBILITIES

Protocol-Based Triage Workflow Support

• Execute approved triage support protocols and monitor assigned Athena and Twilio work queues according to established priority rules
• Match Twilio calls and tasks to the correct Athena member case; identify duplicate, incomplete, mismatched, or misrouted cases
• Route administrative or protocol-eligible work appropriately and support live queue visibility and workflow stability
• Escalate cases when hard-stop criteria are met

Focused Data Collection

• Collect focused member information according to approved protocols, including chief complaint, symptom onset, current symptom status, member location, caller relationship, and callback number
• Document member-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 & Care Coordination

• Schedule Express Care, PCP visits, or follow-up appointments per protocol
• Complete assigned closed-loop follow-up tasks and support after-hours follow-up workflows
• Coordinate with care teams to ensure continuity and reduce missed handoffs

Documentation & Data Management

• Document protocol-based actions accurately in Athena using approved macros, workflow tags, and standardized fields
• Document contact attempts, scheduling outcomes, escalation actions, and follow-up completion
• Maintain confidentiality and comply with Harbor Health policies, privacy regulations, and HIPAA requirements
• Escalate documentation uncertainty appropriately

Escalation & Member Safety

• Escalate 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 confirmed
• Escalate high-risk presentations including chest pain, shortness of breath, neurologic symptoms, severe bleeding, syncope, altered mental status, suicidal ideation, abuse, neglect, or safety threats
• Escalate concerns that fall outside approved LVN protocols or when members request clinical advice beyond protocol scope

Quality Improvement & Workflow Support

• Participate in workflow, escalation, and documentation training
• Identify workflow barriers, duplicate cases, scheduling gaps, and member access concerns
• Support operational improvements that enhance member access, quality, and closed-loop care

DESIRED PROFESSIONAL SKILLS & EXPERIENCE

Required:

• 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:

• Experience with Athena, Twilio, centralized triage workflows, or triage support models
• Bilingual in English/Spanish, based on member population needs
• Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed

WHAT WE OFFER

• Competitive salary and incentives
• Generous PTO
• 10 paid holidays
• Medical, Dental, and Vision Insurance
• 401(k) Investment Plan
• Company Equity

At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!