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.