Call Center Triage Registered Nurse

9 Commerical Blvd.,
Novato, CA 94949
United States


The Call Center Triage RN Position provides nurse triage services and health advice for MCC patients over the phone at our Novato Administrative building. The Call Center Triage RN assesses and documents patients' questions or concerns and provides nursing advice. The Call Center Triage RN schedules follow-up appointments or refers to emergency services as needed.

Call Center Triage RNs gain experience in triage of a variety of acute and chronic conditions for our diverse patient population. Furthermore, they are able to improve patient care through health navigation and chronic illness self-management coaching; these are skills that are unique to our primary care setting and are a great opportunity to make a difference in the lives of our patients, many of whom need assistance with navigating health systems and their own conditions.

Part Time Benefited position/24 hours per week


  • Provides excellent customer service in all phone interactions
  • Provides culturally-sensitive, patient-centered care to all MCC patients
  • Provides nursing care within scope of license and clinic policy and procedures
  • Conducts assessments and triage of pediatric, adult, and gynecologic medical complaints by phone using evidence-based protocol
  • Elicits history of present illness and pertinent past medical history to formulate nursing assessment and plan for phone triage
  • Uses protocol, clinical judgment, and experience to designate an appropriate disposition for patients calling in for medical advice
  • Documents subjective and objective information as well as a patient plan for each phone triage
  • Collaborates with patients’ primary care team as needed to coordinate follow-up care
  • Reviews and follows up Emergency Department and Hospital discharge summaries to facilitate coordination of transition to home
  • Responds to patient requests for lab results, medical questions and questions and concerns regarding disease processes
  • Retrieves messages from phone mail in a timely manner and responds to patient needs according to medical priority
  • Follows through in a timely manner on patient requests that come through in electronic inboxes and via patient portal
  • Sends medication refills per clinic protocol
  • Orders medications such as emergency contraception per standardized procedure
  • Assists in the development, maintenance, revision and evaluation of clinical workflows
  • Reacts in a positive manner to patient concerns; remains calm and displays empathy
  • Works cooperatively with other staff and departments to problem resolve conflicts and improve workflow
  • Maintains patient confidentiality
  • Participates in required meetings.



Current CA RN License in good standing

Associate or BA Degree

Current AHA CPR certification

1+ years of direct patient care experience required; community health and/or triage experience preferred

Strong enthusiasm and willingness to pitch in whenever needed

Bilingual in English/Spanish is required

Desired skills and abilities

Good history-taking skills Ability to make quick and accurate assessments

Ability to write accurate and complete documentation

Good organizational skills

Excellent interpersonal communication

Strong critical-thinking skills

Excellent communication skills (written and verbal)

Functions well in a high-stress environment

Works well independently

Visit our website and apply via our careers portal at

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Should you have any questions about the position, you may contact recruiter directly via email at [email protected]




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