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Clinical (Telephonic) Behavioral Health Triage RN

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Colorado (USA), Massachusetts (USA), Michigan (USA)

Offer summary

Qualifications:

Active, unrestricted Registered Nurse license in good standing with the ability to obtain licenses in multiple states., 3+ years of clinical experience, particularly with patients having behavioral health conditions in virtual settings., Strong triage, assessment, and critical thinking skills for both medical and behavioral health presentations., Experience in crisis response, de-escalation, and trauma-informed care, preferably in high-acuity mental health settings..

Key responsabilities:

  • Provide inbound telephonic clinical triage and virtual care for patients with medical and behavioral health concerns.
  • Conduct risk assessments and provide immediate crisis counseling and safety planning for distressed patients.
  • Coordinate care with interdisciplinary team members and document all patient encounters accurately in the EMR.
  • Support patients in behavioral health distress using trauma-informed care and collaborate to improve workflows and best practices.

Accompany Health logo
Accompany Health Scaleup https://accompanyhealth.com/
51 - 200 Employees
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Job description

About the role:

Triage RNs are a key part of our care model which also include Physicians, Advanced Practice Clinicians, Community Health Workers, Patient Experience Navigators, RNs, Social Workers, Behavioral Health Clinicians, Psychiatrists, and Pharmacists. Together this team is responsible for providing and coordinating holistic, patient-centered care for an intimate panel of patients with complex medical, behavioral health, and social needs. 

As a Triage RN, you will be part of the central urgent care team, supporting patients across multiple markets. You will provide care primarily through virtual modalities—video, phone, and text—and serve as the first line of clinical support for patients reaching out with urgent medical or behavioral health concerns. You’ll respond with empathy, clinical expertise, and a trauma-informed approach to deliver both physical and behavioral health care support in real time. This role plays a critical part in helping patients remain safely at home by avoiding unnecessary emergency visits and ensuring timely, appropriate care. As our behavioral health RN, you will collaborate closely with Medical Directors, fellow triage RNs, Behavioral Health Clinicians, and  other members of the interdisciplinary team to support safe, coordinated, and holistic care for our patients.

The shift for this role will be Monday-Friday 10:00 am-7:00 pm EST, or 3:00 pm-11:30 pm EST. To ensure sufficient clinical coverage, our expectation is that our care team will cover shifts up to 3 holidays per year.

Responsibilities will include:
  • Provide inbound telephonic clinical triage and virtual care to patients experiencing both medical and behavioral health symptoms or concerns.
  • Deliver high-quality assessments via phone, video, and text—escalating to appropriate providers or team members when necessary. Serve as primary triage support for behavioral health crisis and complex cases including:  Conducting risk assessments using tools such as the Columbia Suicide Severity Rating Scale (C-SSRS) to evaluate suicide risk.
  • Assessing for homicidal ideation, including intent, plan, and access to mean.
  • Evaluating for mania and psychosis, including hallucinations, delusions, and disorganized thinking.
  • Provide immediate de-escalation, crisis counseling, and safety planning for patients in distress.
  • Coordinate with crisis response teams, law enforcement, and emergency departments when necessary.
  • Triaging patients who are intoxicated or under the influence of substances, with appropriate escalation and coordination for care and safety.
  • Setting and maintaining firm, clear, and professional boundaries with patients exhibiting traits of personality disorders, including those with repeated urgent outreach or inappropriate behavior, while ensuring clinical safety and adherence to team protocols. 
  • Support patients in behavioral health distress using trauma-informed care, crisis de-escalation, and recovery-oriented communication.
  • Coordinate care and collaborate with Accompany Health Medical Directors, APCs, triage RNs, Behavioral Health Clinicians, and interdisciplinary team members to ensure appropriate resolution for patient triage concern. 
  • Use sound clinical judgment to determine appropriate levels of care and help divert unnecessary ER utilization when safe.
  • Support and education, in collaboration with the Behavioral Health team, of the interdisciplinary team on management of patients with acute behavioral health issues. 
  • Document all patient encounters accurately and timely in the EMR and other care tracking systems.
  • Build therapeutic rapport with patients and contribute to ongoing care planning in alignment with their goals and values.
  • Collaborate with the team to improve workflows and best practices across both clinical and behavioral triage services.
  • Providing post-discharge follow up care for behavioral health patients virtually via video, telephone, or text.
  • Attending relevant RN conferences, complex care conferences, multidisciplinary case conferences, and behavioral health case conferences to provide integrated care to our patients. 
  • Participate in occasional in-person team-building or training activities.
  • Roles and responsibilities may evolve as our care model develops. 

    • What makes you a fit for the team:
  • Passionate about caring for complex, historically underserved patients with co-occurring chronic and behavioral health conditions in an integrated, multi-disciplinary model anchored in home-based and tech-enabled virtual care.
  • Experienced in both clinical triage and behavioral health support, with a calm and compassionate approach to high-pressure situations.
  • Demonstrated ability to assess and manage patients experiencing behavioral health crises, including active suicidality, aggression, severe mood instability, psychosis, and acute substance use episodes—while maintaining clinical focus and ensuring appropriate triage and escalation.
  • Strong understanding of Trauma-informed care principles and ability to apply them in high pressure situations.
  • Strong communicator and collaborator who thrives in an interdisciplinary, tech-enabled care model.
  • Flexible, solutions-focused, and motivated to improve care delivery through innovation and teamwork.
  • Committed to providing equitable, dignified, and person-centered care in all interactions.
  • Possess high attention to detail, and is excited to be a part of and contribute to the development of a rapidly evolving, innovative care model.
  • Enjoys continuously learning and adapting workflows to improve patient care.

    • Desired skills and experience:
  • Required
  • Active, unrestricted Registered Nurse license in home state in good standing, with the ability to get licensed in requested states such as Michigan, Colorado & Massachusetts within 90 days of hire date
  • 3+ years of clinical experience, including experience with patients who have behavioral health conditions or co-occurring diagnoses particularly in virtual settings
  • Strong triage, assessment, and critical thinking skills across both medical and behavioral presentations.
  • Experience in crisis response, de-escalation, and trauma-informed care, preferably in a community mental health setting, integrated behavioral health setting serving a high volume of severe mental illness, psychiatric emergency room or crisis center, or other high acuity mental health clinical setting
  • Demonstrated ability to help a patient adapt new habits, change behaviors, and motivate towards achieving health goals
  • Comfort with electronic medical record documentation and excited about how technology can support your work and drive ongoing improvement towards new and better care
  • Experience and comfort working within an interdisciplinary care team, and specifically communicating with clinical and non-clinical team members

  • Preferred 
  • Experience in urgent care, emergency medicine, and clinical triage.
  • Familiarity with substance use recovery models and social determinants of health.
  • Board certification in Psychiatric-Mental Health Nursing (PMH-BC) 
  • Experience providing care in virtual settings
  • Prior work in value-based care or integrated care teams.
  • Comfort supporting individuals with untreated or symptomatic mental illness and/or addiction.
  • Experience as an active participant in continuous quality improvement projects.
  • Experience in value-based care organizations
    • #LI-Remote
    #LI-MP1

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Behavioral HealthTrauma Informed ApproachesCrisis InterventionTriageDe-escalation TechniquesNurse Licensure CompactCrisis ManagementCompetency AssessmentCross-Functional CollaborationClinical AssessmentsElectronic Medical RecordTriageUrgent CareValue-Based CareAddiction RecoveryEmergency MedicineMental Health Nursing

    Other Skills

    • Critical Thinking
    • Collaboration
    • Communication
    • Detail Oriented
    • Physical Flexibility
    • Problem Solving
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