Triage Advice Nurse – Bilingual Spanish/English

Under the supervision of the Nursing Manager, the bilingual RNs work in collaboration with the health care team in the delivery of patient care at RFHN. RNs provide patient care and perform all duties in accordance to Ravenswood Family Health Network policies and procedures.



Ravenswood Family Health Center’s mission is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.


The Triage Advice Nurse is responsible for medical triage of all RFHN patients. The triage advice nurse utilizes the nursing process and RFHN organization-approved telephone triage guidelines and protocols to provide patients with specific assessment. The functions of this position also include electronic prescription request renewal, patient advice and self-care intervention, identifying resources options, consulting and referral. All duties and responsibilities of the Triage Advice Nurse fall within RFHN guidelines, the scope of practice as defined by the California Board of Nursing and in compliance with state law nursing standards of care.


To be performed in accordance with RFHN Policies and Procedures

  1. Receive and process telephone requests for medical advice and health recommendations from RFHN patients.
  2. Conduct a detailed evaluation of patient’s symptoms and determine urgency of patient conditions.
  3. Initiate appropriate patient care: refer patients to the Emergency Department (ED), schedule visits with health care providers, provide appropriate and self/home care advice using approved clinical decisionmaking tools and algorithm(s).
  4. Consult with health care providers appropriately.
  5. Plan, implement and evaluate patient education, assess health literacy and modify education appropriately.
  6. Communicate changes in patient health condition and other pertinent information to patient’s provider.
  7. Assist patients in an empathetic and professional manner to determine best course of action to address patient concerns.
  8. Meet standard set by operations to achieve optimal patient satisfaction such as phone access and services standards.
  9. Be receptive to constructive feedback by supervisor/QI to provide the highest quality of care to patient. 
  10. Contribute to the development of protocols, procedures, patient education and training as assigned.
  11. Respond to emergency situations in an appropriate timeframe.
  12. Document all nursing advice and services in patient’s electronic health record.
  13. Effectively collaborate with primary care providers and care team members to provide excellent patient care and satisfaction. Demonstrate ability to make quick decisions using critical thinking skills guided by approved protocols.
  14. Serve as clinical resource and professional role model for other staff.
  15. Participates in the continuous quality improvement process.
  16. Perform other related duties as assigned.


  • Current California RN license with no restrictions required.
  • One year of current experience as an RN in clinical setting required.
  • Bilingual Spanish/English proficiency required.
  • At least one year of experience as a telephone/call center triage advice nurse preferred.
  • Electronic health record experience with ability to navigate and document proficiently required; Epic a plus.
  • Proficient in the use of Microsoft Outlook, Word, and Excel.
  • Ability to type at least 30 WPM.
  • Demonstrates effective interpersonal communication.
  • Ability to work collaboratively with primary care providers and all clinic staff.
  • Understands and is able to implement managed care.
  • Knowledge of medical symptomatology and what constitutes urgent/emergent care.
  • Knowledge of medical terminology, abbreviations, and standard precautions.
  • Exceptional customer service skills.
  • Communication is professional on phone, telehealth, and in-person with patients and staff.
  • Promotes effective team work.
  • Ability to maintain a safe work environment.
  • Positive attitude.

Qualified applicants, please submit resume to This email address is being protected from spambots. You need JavaScript enabled to view it. or fax to 650.321.8576.

Note: Only qualified applicants will be contacted. Please do NOT contact HR to ask for the status of your resume as those calls will not be returned.

Job Category : Registered Nurse
Job Location: Ravenswood Campus

About Us

Ravenswood Family Health Network is a federally qualified health center headquartered in the low-income East Palo Alto area of San Mateo County. Ravenswood sites are Federal Tort Claims Act (FTCA) deemed facilities. Ravenswood is a 501 (c)3 non-profit community-based Federally Qualified Health Center (FQHC).

Main Locations

Ravenswood Family Health Center 
1885 Bay Road, East Palo Alto, CA 94303

Ravenswood Family Dentistry
1807 Bay Road, East Palo Alto, CA 94303

MayView Sunnyvale Clinic
785 Morse Avenue, Sunnyvale, CA 94085-3010

MayView Mountain View Clinic
900 Miramonte Avenue, 2nd Floor, Mountain View, CA 94040

MayView Palo Alto Clinic
270 Grant Avenue, Palo Alto, CA 94306