Remote Sexual and Reproductive Health Phone Triage Nurse (RN)

Job Title: Sexual & Reproductive Health Phone Triage Nurse

Service: After-Hours Sexual & Reproductive Health Triage Line

Reports to:

Hours: Out-of-hours, including evenings, nights, weekends and public holidays, as required

Employment Type: Part-time: 24 hours per week

Role Purpose

The Sexual & Reproductive Health Phone Triage Nurse provides safe, compassionate and clinically appropriate telephone assessment and advice to patients accessing an after-hours sexual and reproductive health service.

The team member will undertake structured telephone triage, assess clinical urgency and risk, provide evidence-based advice and self-care guidance, and ensure patients are directed to the most appropriate service or level of care. The nurse will work autonomously within their scope of practice while recognizing when escalation, urgent assessment or emergency intervention is required.

The role requires excellent clinical judgement, communication skills and sensitivity when discussing confidential and potentially distressing sexual and reproductive health concerns.

Key ResponsibilitiesTelephone Clinical Assessment & Triage

• Conduct comprehensive, structured telephone assessments of patients presenting with sexual and reproductive health concerns including during and after abortion.
• Identify presenting symptoms, relevant medical and reproductive history, medication, allergies, pregnancy status and other relevant risk factors.
• Assess clinical urgency and determine the appropriate pathway for care.
• Recognise red-flag symptoms requiring urgent or emergency assessment and escalate appropriately.
• Provide clear, safe and evidence-based clinical advice within professional scope of practice.
• Support patients with appropriate self-care and safety-netting advice where clinically suitable.
• Arrange or facilitate onward referral to appropriate services, including urgent care, emergency departments, primary care, sexual and reproductive health services or other specialist services.
• Provide appropriate advice regarding abortion, contraception, emergency contraception, pregnancy concerns, sexually transmitted infections, sexual health symptoms, genital symptoms, abnormal bleeding, pelvic pain and other relevant presentations, within the nurse’s scope of practice and service protocols.

Patient-Centered Care

• Communicate respectfully and without judgement, creating a safe environment for patients to discuss sensitive issues.
• Use inclusive, culturally sensitive and trauma-informed communication.
• Maintain patient confidentiality and privacy at all times.
• Adapt communication to patients with different levels of health literacy, language needs, disabilities or communication difficulties.
• Provide clear information about the recommended course of action and ensure patients understand when and where to seek further help.
• Demonstrate empathy and professionalism when supporting patients who may be anxious, distressed or experiencing pain.

Clinical Governance & Documentation

• Maintain accurate, concurrent and comprehensive clinical records of all telephone assessments and advice provided.
• Work in accordance with relevant clinical protocols.
• Participate in clinical supervision, case review, audit and quality-improvement activities.
• Report and appropriately escalate clinical incidents, near misses and concerns.
• Maintain awareness of current developments and evidence-based practice within sexual and reproductive healthcare.

Professional Responsibilities

• Work effectively as part of the wider multidisciplinary team and maintain appropriate communication with partner services.
• Demonstrate sound clinical decision-making while working independently during out-of-hours periods.
• Seek senior clinical advice when a presentation falls outside personal competence, established protocols or service arrangements.
• Maintain mandatory and professional training relevant to the role.
• Contribute to service development and review of telephone triage pathways where appropriate.

Essential Qualifications & Experience

• Registered Nurse with current active licensure.
• Extensive experience working in sexual and reproductive health environments, particularly with abortion care.
• Experience with clinical assessment and triage.
• Demonstrable ability to work autonomously and make safe clinical decisions.
• Experience communicating with patients about sensitive and confidential health issues.
• Knowledge of mandated reporting principles and relevant reporting requirements.
• Understanding of professional accountability, confidentiality, consent and information governance.
• Evidence of continuing professional development.

Desirable

• Experience with electronic health records systems and documentation.
• Experience working within an out-of-hours, telephone triage or urgent-care environment.
• Experience with telephone consultation and remote clinical assessment.

Personal Attributes

The successful candidate will demonstrate:

• Excellent verbal communication and active listening skills.
• Strong clinical judgement and risk-assessment skills.
• A calm and reassuring approach, particularly when managing urgent or distressing calls.
• Compassion, empathy and a non-judgemental attitude.
• Confidence working independently in an out-of-hours environment.
• Ability to manage competing priorities and maintain accurate documentation.
• Commitment to equality, diversity, inclusion and patient-centred care.
• Professional resilience and the ability to maintain appropriate boundaries when dealing with sensitive presentations.

Working Environment

The post involves extended periods of telephone-based clinical assessment and may involve working independently during evenings, nights, weekends and public holidays. The nurse must be comfortable managing a varied caseload, including potentially urgent or distressing presentations, while maintaining safe clinical decision-making and appropriate escalation.

Reporting & Confidentiality

The team member is expected to uphold the highest standards of confidentiality and information governance and to follow all relevant mandated reporting policies and procedures. Any concerns regarding abuse, exploitation, coercion, sexual violence, neglect or immediate risk to a patient or others must be managed in accordance with organizational policy and applicable legislation.

What We Offer

• Comprehensive  service-specific training.
• Ongoing clinical supervision and professional development.
• Opportunities to develop specialist sexual and reproductive health knowledge.
• Supportive multidisciplinary working.
• Remote work environment
• Opportunity to provide meaningful patient centered care to patients in geographically diverse areas.

Equality, Diversity & Inclusion

We are committed to providing an inclusive service and workplace where patients and staff are treated with dignity, respect and fairness. Applications are welcomed from people of all backgrounds and identities.

Note: This job description is intended as a guide to the principal duties and responsibilities of the post and may be reviewed and amended in line with service requirements, professional standards and organisational priorities.