Registered Nurse Centralized Clinical Operations (CCO)

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission.

Job Summary

The Registered Nurse Centralized Clinical Operations (CCO) is responsible for overseeing, prioritizing, and supporting centralized clinical workflows within DAP Health's Epic electronic health record (EHR) system. This role serves as a critical safety and access point by ensuring appropriate clinical oversight, prioritization, escalation, and resolution of in-basket communications, including test results, patient messages, prescription refill requests, and other clinical tasks. Utilizing strong clinical judgment, evidence-based protocols, and standardized workflows, the RN ensures patient safety, regulatory compliance, and efficient care coordination across all service lines. This position partners closely with clinicians, nursing leadership, and Risk & Quality teams to support accurate documentation, adherence to Health Resources and Services Administration and Federal Tort Claims Act requirements, and consistent execution of in-basket workflows. In addition to in-basket responsibilities, the RN provides supplemental clinical triage support and limited float coverage as needed to maintain operational continuity. This role also supports care gap closure efforts and contributes to workflow optimization initiatives to improve access, reduce delays in care, and enhance patient outcomes.

Supervisory Responsibilities: None

Essential Duties/Responsibilities

Centralized In-Basket Oversight & Clinical Escalation

• Serve as a primary clinical reviewer for centralized Epic in-basket pools across departments and service lines
• Provide clinical oversight and triage support for incoming communications including test results, patient portal messages, prescription refill requests, and internal clinical tasks
• Prioritize messages based on clinical urgency, risk level, and established protocols
• Ensure timely routing, escalation, and resolution of all in-basket items to prevent delays in care
• Apply standardized workflows for test result documentation and patient notification in alignment with regulatory requirements
• Identify and escalate critical or abnormal findings immediately according to protocol
• Collaborate with clinicians and care teams to ensure continuity and closure of clinical tasks
• Serve as a clinical resource to support appropriate message routing and reduce unnecessary clinician burden
• Monitor workflow trends, turnaround times, and escalation patterns to identify operational or patient safety concerns

Risk Management, Quality, & Documentation Standards

• Maintain a high standard of documentation in accordance with Health Resources and Services Administration requirements, Federal Tort Claims Act guidelines, and California Board of Nursing scope of practice
• Ensure all test results are reviewed, documented, and communicated appropriately, including clear evidence of patient notification and clinical interpretation
• Validate that documentation reflects completed communication, not solely future appointment scheduling
• Monitor for gaps in test tracking workflows and escalate potential patient safety risks
• Support audit readiness through consistent, complete, and compliant documentation practices
• Partner with Risk Management and Quality teams to standardize workflows and improve documentation accuracy
• Provide oversight of documentation quality and workflow compliance across centralized in-basket operations
• Participate in workflow reviews, root cause analysis, and quality improvement initiatives related to patient safety and test tracking workflows

Clinical Triage & Patient Communication

• Provide telephone-based clinical triage using evidence-based protocols and clinical judgment
• Assess patient symptoms and determine appropriate level of care, including self-care, urgent care, emergency services, or clinician follow-up
• Deliver patient-centered education and clear next-step guidance
• Ensure accurate and timely documentation of all triage interactions within the EHR
• Provide supplemental triage support in alignment with centralized access and in-basket workflows

Quality & Care Gap Closure

• Identify opportunities to close care gaps during patient triage interactions (e.g., missed preventive screenings, chronic disease follow-up, or overdue labs)
• Deliver patient-centered education and reminders that support care adherence and timely follow-up
• Collaborate with Quality, and Nursing Leadership to ensure triage protocols are aligned with value-based care models and organizational performance goals

Clinical Collaboration & Team Based Care

• Build and maintain strong working relationships with site-based leadership, including Clinic Managers, Nurses and Medical Assistants
• Actively participate in cross-functional team meetings, clinical huddles, workflow development sessions, and case reviews as required
• Stay up to date on workflows and offerings across all clinical service lines to ensure appropriate triage decisions and patient navigation support
• Serve as a clinical resource and workflow support lead for centralized clinical support staff

Clinic Operational Support Coverage

• Provide intermittent operational or clinical support during critical staffing or workflow disruptions as directed
• Maintain competency in core RN clinical skills to support safe patient care when deployed

Required Skills/Abilities

• Ability to demonstrate advanced clinical judgment in assessing high-risk patient concerns, prioritizing escalations, and supporting safe clinical decision-making
• Ability to understand centralized clinical operations, workflow prioritization, and system-wide impacts on patient safety, access, and continuity of care
• Ability to maintain and promote compliant documentation practices aligned with organizational standards, patient safety expectations, and regulatory requirements
• Can identify workflow risks, documentation gaps, and patient safety concerns while supporting continuous improvement initiatives
• Ability to provide guidance and operational support to LVNs, Medical Assistants, clinicians, and cross-functional teams to ensure coordinated care delivery
• Ability to communicate clearly, professionally, and compassionately with patients and care teams while supporting patient education and follow-up adherence
• Ability to effectively manage competing priorities and evolving workflows within a high-volume operational environment

Education and Experience

Required:

• Active, unrestricted RN license in the State of California
• Minimum 3 years of clinical nursing experience, preferably in primary care, urgent care, or community health
• Current BLS certification obtained through the American Heart Association, American Red Cross or American Safety and Health Institute
• Prior triage experience or experience in a patient-facing call center
• Familiarity with clinical documentation protocols and patient safety standards
• Experience using EHRs (Epic preferred)
• Excellent clinical judgment, communication skills, and attention to detail
• Experience supporting triage workflows, care coordination, or centralized clinical operations
• Strong understanding of clinical escalation processes, patient safety standards, and workflow prioritization

Preferred:

• Experience in an FQHC or similar setting
• Understanding of FTCA, HRSA guidelines, and risk documentation practices
• Exposure to care gap closure initiatives, HEDIS measures, or value-based care strategies
• Experience supporting workflow optimization or quality improvement initiatives
• Experience with Epic in-basket management or centralized clinical workflow operations

Working Conditions/Physical Requirements

• This position is on-site at a DAP Health clinic location with the possibility of hybrid
• This job operates in a clinical setting and requires frequent times of sitting, standing, repetitive motion, and talking
• May require occasional evening or weekend coverage depending on hours of operation
• Occasional travel between DAP Health locations may be required to support staffing coverage, training, meetings, and other business needs. DAP Health will make reasonable efforts to provide advance notice of travel requirements whenever operationally feasible.
• Ability to lift up to 24 pounds

Regulatory Alignment (FQHC Context)

• As part of an FQHC environment, this role supports centralized clinical workflows that fall under Federal Tort Claims Act coverage when acting within RN scope of practice, utilizing approved workflows, and maintaining compliant documentation standards
• Documentation, test tracking workflows, patient communication, escalation management, and follow-up activities may be reviewed during Health Resources and Services Administration operational site visits, audits, and risk management evaluations
• The position must maintain compliance with California Board of Registered Nursing regulations, organizational policies, payer requirements, and patient safety standards related to clinical documentation and continuity of care