About the position
Help patients get the right level of care with calm, clinically sound guidance over the phone. As a Triage Nurse at Hummingbird, you’ll be the first clinical voice many patients hear when they’re unsure what to do next. You’ll provide telephone triage in a remote, centralized contact center — assessing symptoms, determining urgency, and guiding patients to safe next steps using client-specific protocols and Epic’s Nurse Triage module. Most of your day will be on the phone managing back-to-back calls, using your nursing judgment and clear guidelines to advise patients, route them appropriately, and support follow-up care. You’ll work with a supportive team of nurses and non-clinical colleagues and receive training, coaching, and feedback to grow your skills, handle increasingly complex scenarios, and continuously improve how we deliver care.
Responsibilities
• Provide telephone triage with Epic’s Nurse Triage module, asking focused questions to assess symptoms, rule out red flags, and recommend the right level of care.
• Verify and update patient information, protect privacy under HIPAA, and coordinate with clinic teams to schedule or adjust appointments and escalate urgent or complex cases.
• Document calls in real time in the EHR while using Epic and contact center tools to navigate charts, follow protocols, and meet quality and performance expectations.
• Handle emotionally charged situations with empathy and professionalism, ensuring patients feel heard, informed, and confident about next steps.
• Take part in ongoing training and continuous improvement, sharing trends and feedback to strengthen workflows, quality, and team culture.
Requirements
• Current, unrestricted RN license in North Carolina; willingness to obtain additional licensure if needed.
• 1+ years outpatient telephone triage experience or 3+ years clinical nursing experience (ideally primary care, emergency, home health, or med-surg).
• Strong clinical assessment skills and sound judgment, with the ability to follow standardized guidelines and know when to pause and escalate.
• Excellent communication skills — you translate complex medical information into clear, patient-friendly language and maintain a calm, steady presence when patients are anxious or unsure.
• Comfort in a remote contact center setting with back-to-back calls, defined performance metrics, and real-time use of multiple systems (EHR and contact center tools) while documenting and typing ~50 WPM.
• A strong commitment to patient privacy and strict adherence to HIPAA and all relevant policies.
Nice-to-haves
• Previous telephone triage or contact center experience
• Experience using Epic
• Compact nursing license or eligibility for compact licensure, depending on state and client requirements
Benefits
• Comprehensive medical, dental, and vision coverage
• paid time off
• 401(k)
• parental leave
• career development support