Telemedicine Nurse (Onsite)

This is an onsite position.

The Telemedicine Nurse is responsible for providing telephonic clinical assessment, health education and utilization management services to a variety of patients. The Nurse uses evidence-based triage protocols, Epic Nurse Triage Encounter tools, and clinical judgment to assess patient symptoms, provide nursing guidance, and direct patients to the appropriate level of care.

ESSENTIAL JOB FUNCTIONS:

• Assesses patient symptoms and acuity, provides nursing advice including home care guidance, referrals to urgent care, emergency services, or specialist/primary care providers

• Educates caller on self-help and care at home strategies to reduce need for office visits and reduce Urgent Care/Emergency Department visits

• Schedules appointments as needed based on clinical assessment and judgement and/or as requested by caller

• Responds to patient messages and clinical inquiries within established timeframes

• Documents triage encounters in Epic, including reason for call, protocol used, disposition, and clinical advice provided

• Receives and manages warm transfers from Call Center agents requiring clinical assessment

• Manages and responds to provider in-basket messages and clinical work queues

• Provides real-time feedback and education to support effective patient navigation and symptom escalation processes

• Communicates patient status updates and care recommendations to physicians and clinical teams

• Schedules patient appointments when clinically appropriate to ensure timely access to care

• Applies clinical judgment when protocols alone are insufficient, prioritizing patient safety and escalation for high-acuity symptoms such as chest pain, stroke symptoms, or trauma

• Tracks outcomes using wrap-up codes and review daily metrics dashboards to monitor performance and support department reporting

• Delivers compassionate, patient-centered communication when interacting with patients, caregivers, and care teams

• Demonstrates professionalism, empathy, and problem-solving skills when managing challenging patient interactions

• Builds strong working relationships with physicians, clinical staff, and contact center teams to support coordinated care delivery

• Supports a collaborative environment by sharing clinical expertise and assisting team members with complex cases

• Provides high quality medical services in a culturally sensitive and linguistically appropriate manner.

• Maintains strict patient confidentiality and comply with all HIPAA policies

• Performs other job duties as required by manager/supervisor.