Clinical (Telephonic) Behavioral Health Triage RN

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,