Clinical Nurse Triage (USRN)

Company Description Fusion CX transforms customer experience by combining advanced digital solutions with empathetic, personalized interactions. The company leverages AI-driven tools, analytics, and automation to anticipate customer needs and deliver consistent, high-quality service across industries such as BFSI, healthcare and life sciences, high tech, retail, utilities, and telecom. With operations in 15 countries and a global workforce of 20,000 professionals from diverse backgrounds, Fusion CX provides localized support informed by global best practices. The organization is committed to continuous innovation, integrating the latest advancements in Generative AI and machine learning to keep clients competitive. Fusion CX focuses on building long-term partnerships, helping clients achieve business goals through superior customer engagement.

Role Description The Clinical Nurse Triage (USRN) is a full-time, on-site role based in Quezon City, responsible for providing telephone and digital triage support to patients and members in alignment with U.S. clinical guidelines. This role involves assessing patient symptoms, determining appropriate levels of care, offering evidence-based health advice, and coordinating referrals or escalations to physicians and other healthcare providers. The nurse documents all interactions accurately in clinical systems, adheres to established protocols, and ensures patient safety and confidentiality. Daily responsibilities include reviewing medical histories, prioritizing urgent cases, collaborating with multidisciplinary teams, and participating in quality and performance improvement initiatives. The Clinical Nurse Triage (USRN) also supports patient education, promotes adherence to care plans, and upholds regulatory and organizational standards.

Qualifications

• Active and unrestricted U.S. Registered Nurse (USRN) license and a valid local nursing license, with a strong foundation in clinical assessment and patient care.
• Experience in telephone or virtual triage, ambulatory care, primary care, urgent care, or emergency nursing, preferably in a U.S. healthcare setting.
• Proficiency in clinical documentation systems and electronic health records (EHR), with strong attention to detail and adherence to HIPAA and other privacy and security regulations.
• Excellent communication skills in English, including the ability to explain clinical information clearly, listen actively, and demonstrate empathy in patient interactions.
• Strong critical thinking, clinical judgment, decision-making, and problem-solving abilities to assess patient needs and apply evidence-based triage protocols.
• Ability to work on-site in Pasig City on a full-time schedule, including potential night shifts, weekends, and holidays, depending on operational requirements.
• Demonstrated resilience and professionalism in managing high call volumes, sensitive health concerns, and diverse patient populations in a fast-paced environment.
• Comfortable using technology, clinical software, and remote collaboration tools, with a willingness to learn new systems, workflows, and best practices.
• Commitment to delivering patient-centered, culturally sensitive, and non-discriminatory care while maintaining the highest standards of professionalism, ethics, and confidentiality.
• Strong organizational and time management skills, with the ability to prioritize multiple cases while maintaining accuracy and quality of care.
• Ability to collaborate effectively with physicians, care coordinators, case managers, and other interdisciplinary healthcare professionals.
• Previous BPO or healthcare contact center experience is an advantage but not required for candidates with relevant U.S. clinical experience.
• Current BLS certification is preferred. ACLS certification is an advantage, depending on prior clinical experience.