Job Description

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combating anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Triage Nurse plays a vital role in patient care delivery and advocacy, ensuring that interdisciplinary efforts are aligned to achieve optimal health outcomes. This position collaborates closely with the Clinical Operations team to assess, plan, implement, coordinate, monitor, and evaluate care, with a focus on supporting patients during critical transitions.

This role is primarily responsible for providing timely telephonic outreach to patients recently discharged from the emergency department. Within 48 hours of discharge, the Triage Nurse will complete a comprehensive assessment, reconcile medications, provide education to patients or caregivers, and facilitate the coordination of services such as home health or durable medical equipment. The Triage Nurse also identifies potential barriers to recovery, initiates appropriate interventions, and ensures a timely follow-up appointment with a provider (within 7–14 days, or sooner as clinically indicated).

In addition to discharge transitions, the Triage Nurse responds to real-time clinical alerts and escalations. These may come from patient calls to Upward Health, outreach from field staff, or automated system alerts that require immediate review. The nurse also monitors and responds to Remote Patient Monitoring (RPM) alerts, taking prompt action when patient readings fall outside of normal parameters.

Skills Required:

• Unrestricted RN license in the state(s) of care management activities a minimum requirement
• Expertise in care management and coordination across healthcare providers
• Strong computer proficiency, including EHR and care management systems.
• Proven ability to document patient interactions accurately and efficiently in real time.
• Familiarity with motivational interviewing principles and application in clinical practice (training or certification preferred but not required).
• Case management certification is a plus but not required

Key Behaviors:

Effective Communication:

• Clearly and compassionately communicating with patients and their families to gather information and explain processes.

Calm Under Pressure:

• Maintaining composure in high-stress situations and managing multiple patient needs simultaneously.

Active Listening:

• Paying close attention to patients' concerns to accurately assess their conditions.

Empathy:

• Demonstrating understanding and compassion for patients' experiences and emotions.

Team Collaboration:

• Working effectively with other healthcare professionals to ensure seamless patient care.

Competencies:

Clinical Assessment Skills:

• Strong ability to evaluate patient symptoms and vital signs quickly and accurately.

Critical Thinking:

• Using sound judgment to prioritize patient needs based on severity and urgency.

Motivational Interviewing

• Applies evidence-based techniques to support behavior change, build patient trust, and promote engagement in care.

Knowledge of Medical Protocols:

• Familiarity with triage guidelines and protocols specific to the healthcare setting.

Decision-Making:

• Making quick and informed decisions regarding patient prioritization and the need for immediate intervention.

Technology Proficiency:

• Competence in using electronic health records and triage software to document assessments and track patient information.

Knowledge of Community Resources:

• Understanding available resources for referrals and support services outside the immediate healthcare setting.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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