TELEMEDICINE NURSE (TEMP)

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.
• Graduate of an accredited nurse practitioner program/ Bachelor's degree in Nursing is preferred.
• Licensed Nurse Practitioner in California/ Current Unrestricted California Registered Nurse License.
• Current documentation of Basic Life Support is required
• DEA License Required
• Minimum 1 year of clinical experience in acute care or ambulatory care medical clinic required
• Minimum 6 months of telephone/call center triage nurse experience required
• Demonstrates strong critical thinking skills
• Ability to communicate effectively, both in writing and when speaking, in a manner which can be understood by those with whom the nurse is speaking
• Strong interpersonal skills; ability to be sensitive with persons of various social, cultural, economic and educational background
• Strong organizational skills with ability to prioritize work relatively independently and manage multiple tasks with frequent interruptions
• Strong written, listening and verbal communication skills
• Good judgment, problem-solving and decision-making skills
• Familiarity with a wide variety of patient-related conditions, medications, procedures and resources available for all age groups
• Knowledge of medical terminology, familiarity with CPT and ID coding procedures and reference tools, and pharmacology appropriate to Nurse scope of practice is essential

LANGUAGE:

• Must be able to fluently speak, read and write English.
• Fluency in Chinese (Cantonese and/or Mandarin) required.

STATUS:

• This is an FLSA exempt/non-exempt position.
• This is not an OSHA high-risk position.
• This is a Full Time/Temp position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).