Registered Nurse - Phone Triage

We are seeking a compassionate, experienced, and highly organized Registered Nurse (RN) to join our team in Swissvale, PA. This is a full-time, onsite role focused heavily on phone triage, patient education, and whole-person case management. Ideal candidates will be well-rounded nurses with excellent communication skills, a passion for patient advocacy, and the ability to manage high call volumes while supporting providers and Medical Assistants (MAs).

**We are ideally looking for someone who has primary care nursing experience**

• Registered Nurse (RN) - Primary Care (Phone Triage & Case Management)
• Location: Swissvale, PA
• Pay: $33.00 - $43.27 per hour
• Schedule: Monday - Friday, 8:00 AM - 4:30 PM
• Status: Full-time, Onsite Only

Key Responsibilities:

• Phone Triage (70% of the role):
• Handle a steady volume of incoming and outgoing patient calls
• Triage symptoms, provide clinical advice, and escalate concerns as needed
• Document and manage patient cases through the EMR system

• Patient Education:
• Educate patients both in-person and over the phone
• Topics include chronic condition management (e.g., diabetes, hypertension), medication use, and lifestyle modifications

• Case Management:
• Manage patient inquiries, follow-up needs, and social determinants of health
• Assist with tasks ranging from appointment coordination to connecting patients with community resources (e.g., arranging lift chairs, support with housing transitions)

• Collaborative Care Support:
• Work closely with 2 assigned providers and their MAs
• Occasionally assist with clinical tasks such as taking blood pressure or drawing blood
• Support MAs and cover as needed

• Inbox & Documentation:
• Review and respond to patient messages (turned into "patient cases")
• Address medication questions, symptom concerns, and care navigation requests

Required Qualifications:

• Active RN license (PA)
• Minimum of 2 years of nursing experience
• Experience with phone triage and patient case management
• Strong communication, critical thinking, and organizational skills
• Ability to independently manage priorities and maintain a calm, helpful demeanor over the phone
• Comfort working with a diverse and underserved patient population, including those receiving gender-affirming care

Preferred Experience:

• Background in Primary Care, Home Health, Emergency Department, Med-Surg, PACU, or Case Management
• Experience in an FQHC, PACE program, or similar setting is a plus
• Familiarity with social determinants of health and resource navigation
• Prior experience with patient education on insulin administration, hormone injections, and chronic disease management
• Phlebotomy skills and ability to take vitals (limited hands-on care required)

Soft Skills & Fit:

This role is as much about personality and compassion as it is about clinical expertise. We're looking for someone who:

• Communicates clearly and empathetically, especially over the phone
• Stays organized in a fast-paced environment
• Has a genuine passion for improving patient outcomes
• Can think holistically and "see the big picture" when managing patient needs
• Is culturally competent and values health equity

Additional Information:

• No remote work at this time; this is a fully onsite position
• Each nurse supports 2 providers (may increase to 3 depending on future needs)
• No new graduates - we're seeking experienced, adaptable nurses ready to jump in and make a difference

If you're a mission-driven nurse who thrives in a dynamic and collaborative setting, we encourage you to apply!

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.