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Fenway Health Call Center Triage Nurse (RN) - Hybrid WFH in Boston, Massachusetts

Call Center Triage Nurse (RN) - Hybrid WFH

Boston, MA ( • Nursing

Job Type



Under the direction of the Nurse Manager, and as a member of the care team, the Call Center Triage Nurse (RN) will be responsible for handling high-volume calls from patients, medical facilities, and healthcare agencies to assist with acute concerns, medication questions, post-visit questions, and other care concerns and coordination that warrant timely triage by a nurse. This hybrid position includes a flexible work arrangement of work from home and onsite in the call center.

Representative Duties:

Provide telephone triage for incoming calls

  • Accept incoming calls from patients, patient representatives, and other medical facilities and strive to resolve callers' concerns at point of contact

  • Provide immediate assistance for patients calling in with emergent or urgent symptoms

  • Provide telephonic triage for patients seeking care and coordinate with medical team by scheduling appointment and consulting with primary care provider or other members of the team, as needed

  • Ensure same day response to patient inquiries with an acute need that are received via call center queue, voicemail, or written message

  • Facilitate refills when warranted

  • Utilize all available resources and guidelines to effectively assess, prioritize, advise, schedule, or refer calls

  • Review patient chart in EMR to ensure core measures are being addressed and met and takes appropriate action when they are not, i.e., schedule services, relay results, etc.

  • Document thoroughly in EMR all calls and actions taken same day

  • Escalate clinical cases needing a higher level of intervention in a timely manner to the appropriate member of the care team or manager

  • Act as a clinical resource to other team members in the call center

Provides clerical support and administrative assistance as needed

Effectively communicates with patients, co-workers on medical team, in medical department and across departments

  • Establish and leverage working relationships with and knowledge of other departments to assist patients

  • Coordinate care with patient’s primary medical team

  • Assist in training other employees in the department, as needed

Meet Agency Participatory Expectations

  • Uphold and support the mission, objectives and policies of Fenway Health

  • Maintain comprehensive knowledge of Fenway Health services

  • Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development.

  • Adhere to the highest principles of patient and client confidentiality in accordance with HIPAA regulations

  • Maintain professional competence necessary to perform job responsibilities; maintain and provide agency with records of continuing education activities

  • Serve on agency committees and in professional organizations when requested

Perform other related duties as assigned


  • Licensed Registered Nurse (RN) in the Commonwealth of Massachusetts

  • Current CPR and BLS Certification

  • Minimum of 2 years of experience in med/surg inpatient setting or ambulatory care

  • Familiarity with the LGBTQ community and people living with HIV/AIDS as well as a commitment to community health

  • Demonstrated competency to effectively triage and coordinate care in high volume ambulatory care setting

  • Flexible work arrangement to include hybrid schedule of work from home and onsite rotation in call center

  • Strong ability to achieve department goals for patient experience, quality and productivity

  • Strong computer and typing skills

  • Ability to work cooperatively as part of a team

  • Strong customer service and problem-solving skills

  • Proficiency in written and spoken English

  • Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.

  • Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

  • Previous experience in a call center setting

  • Experience in triage for pediatric, adult, and OBGYN

  • Experience with electronic medical records

  • Bilingual

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodation:

  • Sit at a computer station for extended periods of time

  • Ability to keyboard for extended periods of time

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply Highly experienced individuals may be compensated at a higher rate.

Salary Description

$32.82-38.92 per hour ($64,000-75,900 per year)