Role Description
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
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Protocol Based Triage Workflow Support
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Execute approved triage support protocols.
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Monitor assigned Athena and Twilio work queues according to priority rules.
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Match Twilio calls/tasks to the correct Athena patient case.
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Identify duplicate, incomplete, mismatched, or misrouted cases.
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Route administrative or protocol-eligible work appropriately.
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Escalate cases when hard-stop criteria are met.
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Support live queue visibility and workflow stability.
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Focused Data Collection
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Collect focused patient information according to approved protocols.
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Confirm chief complaint, symptom onset, current symptom status, patient location, caller relationship, and callback number as needed.
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Document patient-reported information accurately and objectively.
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Confirm whether emergency instructions were already provided.
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Identify worsening, severe, unclear, or high-risk symptoms and escalate appropriately.
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Avoid independent final disposition or unsupported clinical interpretation.
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Scheduling and Care Coordination
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Schedule Express Care, PCP visits, or follow-up appointments per protocol.
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Complete assigned closed-loop follow-up tasks.
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Support after-hours follow-up workflows and coordination with care teams.
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Documentation and Data Management
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Document protocol-based actions accurately in Athena.
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Use approved macros, workflow tags, and standardized documentation fields.
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Document contact attempts, scheduling outcomes, escalation, and follow-up completion.
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Maintain confidentiality and comply with Harbor Health policies and privacy regulations.
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Escalate documentation uncertainty appropriately.
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Escalation and Patient Safety
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Escalate immediately when:
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Symptoms are new, worsening, severe, unclear, or high-risk.
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Patients decline recommended care or follow-up.
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Patients cannot be reached after urgent symptom concerns.
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Safety cannot be confirmed.
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Concerns fall outside approved LVN protocols.
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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.
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Patients request clinical advice outside protocol scope.
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Quality Improvement and Workflow Support
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Participate in workflow, escalation, and documentation training.
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Identify workflow barriers, duplicate cases, scheduling gaps, and patient access concerns.
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Support operational improvements that enhance patient access, quality, and closed-loop care.
Qualifications
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Active Texas LVN license or compact state privilege.
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Experience in ambulatory care, primary care, urgent care, call center, care coordination, population health, or similar healthcare settings preferred.
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Strong attention to detail and organizational skills.
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Strong verbal and written communication skills.
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Ability to work effectively in a fast-paced, queue-based environment.
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Proficiency with EHR systems and basic computer skills.
Preferred Qualifications
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Experience with Athena, Twilio, centralized triage workflows, or triage support models.
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Bilingual skills preferred based on patient population needs.
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Flexibility to support varied shifts, weekends, holidays, or after-hours workflows as needed.
