Triage Registered Nurse (RN) - Remote

GENERAL RESPONSIBILITIES:

The Triage Registered Nurse provides clinical telephone triage, patient assessment, education, and care coordination to support timely access to reproductive healthcare services across PPSP.

A primary responsibility of this position is supporting Early Pregnancy Assessment and Care (EPAC), including patients experiencing pain, bleeding, or other concerns in early pregnancy. The RN serves as a centralized clinical resource within the call center, assessing patient needs, facilitating access to appropriate clinical services, coordinating referrals, and supporting continuity of care.

The Triage Registered Nurse will provide clinical support for abortion services, including pre-appointment medical screening, post-abortion telephone triage, laboratory monitoring, patient follow-up, and management of clinical communications through Epic.

The Triage Registered Nurse works collaboratively with health center staff, physicians, advanced practice clinicians, and Patient Services staff to ensure patients receive timely, coordinated, compassionate, and nonjudgmental care.

Key Responsibilities

Early Pregnancy Assessment and Care (EPAC)

• Triage incoming calls from patients experiencing pain, bleeding, or other symptoms or concerns in early pregnancy following established clinical protocols and standing orders to determine the appropriate level and urgency of care.
• Identify patients requiring emergency evaluation, urgent clinical assessment, or routine follow-up and facilitate appropriate disposition.
• Provide patient education regarding symptoms, recommended evaluation, warning signs, and appropriate next steps.
• Communicate patient concerns and clinical findings to physicians or advanced practice clinicians when consultation or additional medical management is required.
• Document telephone assessments, clinical recommendations, referrals, and follow-up plans accurately and promptly in Epic.
• Identify opportunities to improve patient access, communication, and coordination of EPAC services across PPSP.

Pre-Appointment Medical Screening

• Conduct telephone medical screening for patients with identified health concerns or conditions that may affect planned abortion services.
• Review relevant medical histories and identify patients requiring additional assessment, testing, or provider consultation before their appointments.

Post-Abortion Telephone Triage and Follow-Up

• Respond to incoming patient calls regarding symptoms, recovery, or potential complications following medication or procedural abortion.
• Consult with provider when needed, ensure follow-up appointments; additional testing, or emergency referrals are entered when indicated.
• Document patient communications, clinical assessments, and follow-up recommendations in Epic.

Beta Board and Laboratory Monitoring

• Monitor and manage patients requiring serial Beta-hCG testing or other designated clinical follow-up.
• Communicate with physicians and clinicians regarding laboratory results, patient concerns, and follow-up needs.
• Track incomplete follow-up, missed testing, and unsuccessful patient contact, escalating concerns according to established protocols.
• Collaborate with CFU clinicians and Lead RNs to support consistent laboratory monitoring and continuity of care.

Epic In Basket and Clinical Communication

• Monitor and manage assigned Epic InBasket messages and communication pools.
• Assess and prioritize patient communications based on clinical urgency.
• Route messages requiring provider evaluation, diagnosis, or treatment decisions to the appropriate clinician.

Clinical Care and Quality

• Participate in Risk and Quality Management (RQM) activities, including case reviews, root cause analyses, and interdisciplinary discussions to identify contributing factors and opportunities for improvement.
• Ensure timely and accurate reporting of patient safety events, near misses, and clinical concerns in accordance with PPSP policies and procedures.
• Participate in follow-up activities related to reported safety events and identified concerns, including documentation, communication, and monitoring of corrective actions.
• Collaborate with clinical leadership, health center teams, and RQM staff to promote a culture of patient safety, accountability, and continuous improvement.

Perform other related nursing responsibilities as assigned, consistent with professional scope of practice and organizational priorities.

Required Qualifications:

• Current, unrestricted Registered Nurse license in the Commonwealth of Pennsylvania.
• Graduate of an accredited nursing program.
• Demonstrated clinical assessment, critical thinking, and decision-making skills.
• Ability to conduct telephone nursing assessments and recognize symptoms requiring urgent or emergency evaluation.
• Strong communication, patient education, and care coordination skills.
• Ability to work independently within established clinical protocols while recognizing when provider consultation is necessary.
• Proficiency with electronic health records and clinical documentation.
• Commitment to providing compassionate, inclusive, confidential, and nonjudgmental reproductive healthcare.

Preferred Qualifications:

• Experience in reproductive healthcare, obstetrics/gynecology, early pregnancy care, abortion care, or related clinical settings.
• Experience with telephone triage, ambulatory nursing, or outpatient care coordination.
• Familiarity with early pregnancy complications, including pregnancy loss and ectopic pregnancy.
• Experience using Epic electronic health records, including In Basket management and laboratory result tracking.
• Experience working with standing orders and standardized nursing protocols.
• Experience providing patient education and clinical support in a high-volume healthcare setting.
• Bilingual English/Spanish communication skills preferred.

Knowledge, Skills, and Abilities:

• Strong clinical judgment and ability to prioritize competing patient needs.
• Ability to recognize and appropriately escalate potentially serious clinical symptoms.
• Effective communication with patients experiencing anxiety, uncertainty, pain, or pregnancy complications.
• Ability to coordinate care across multiple health centers and clinical teams.
• Strong organizational skills and attention to clinical follow-up requirements.
• Ability to manage multiple clinical communications while maintaining accurate documentation.
• Understanding of patient confidentiality, informed consent, and professional nursing standards.
• Commitment to reproductive autonomy, equitable access to healthcare, and patient-centered care.

The RN will work within the Call Center and collaborate closely with center clinical teams. The position requires the ability to respond to incoming patient calls, prioritize urgent clinical needs, manage assigned follow-up activities, and communicate effectively with providers and staff across multiple locations.

All nursing care will be provided within the RN's professional scope of practice, applicable regulations, PPSP policies, approved standing orders, and established clinical protocols.

Other Requirements:

• Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to PPSP’s In This Together service ethos, workplace values, and service standards

Physical/Mental/Cognitive Requirements:

• Ability to sit for extended periods of time while working at a computer or desk.
• Manual dexterity for typing, filing and handling office equipment such as telephones and copiers.
• Occasional lifting, carrying, or moving objects up to 15 pounds.
• Visual acuity for reading documents, data entry, and viewing a computer screen.
• Ability to focus and maintain attention to detail in a fast-paced environment with frequent interruptions.
• Strong organizational and time management skills to handle multiple tasks and meet deadlines.
• Critical thinking skills for problem solving, data accuracy, and handling inquiries.
• Effective communication skills, both written and verbal, for interacting with coworkers, management, and external clients.
• Ability to follow instructions, adhere to company policies, and handle confidential information with discretion.