About this role
This role serves as a clinical resource over the phone for individuals seeking care within the health system or community. The Call Center Nurse Consultant performs detailed evaluations to determine the appropriate level of care for patient symptoms, utilizing the nursing process in accordance with scope of practice.
Day-to-day responsibilities include managing daily work-queues, taking patient telephone calls, and executing phone triage through systematic, comprehensive interviews. The nurse documents chief complaints, provides home treatment recommendations, and makes referrals to primary care providers, alternative health care providers, or emergency services as needed.
This position acts as a liaison between patients and providers, answering health-related inquiries and serving as a patient advocate for both internal and external referrals. The nurse coordinates medical care, schedules follow-up appointments, and provides professional advice, education, and options based on assessment, established guidelines, and clinical judgment.
Opportunities for growth include identifying improvements in call center processes and contributing to positive patient outcomes through follow-up care. This role offers the chance to apply advanced clinical experience in a supportive, telephone-based environment within a leading academic health system.
Requirements
- Bachelor's degree in Nursing
- Five years of clinical nursing experience in Emergency, Pediatrics, Obstetrics, Behavioral Health, or Critical Care
- Ability to perform a detailed evaluation to determine appropriate level of care for patient symptoms
- Experience with nurse triage, prescription refills, and closing gaps in care
- Proficiency in documenting calls, responses, and referrals accurately
- Ability to provide counseling, home treatment advice, and crisis intervention according to established protocols
Responsibilities
- Execute phone triage responsibilities by performing a systematic, comprehensive interview to determine the urgency of the patient's problem
- Accurately document data for all calls including patient demographic information, chief complaint, recommendations, and referrals
- Act as liaison between patient and providers, answering all patient inquiries regarding health issues
- Coordinate medical care, schedule patient follow-up internal and external appointments as instructed by providers
- Provide professional advice, education, and options based on assessment, established guidelines, and clinical judgment
- Perform follow-up calls to evaluate effectiveness of care or additional need for care
- Maintain accurate and necessary patient documentation in accordance with all regulatory bodies
- Apply human relation skills and customer service skills in providing patient care and establishing good rapport
Benefits
- Full-time schedule with day shifts
- Opportunity to work in a supportive, telephone-based clinical environment
- Role within a leading academic health system
- Professional development through process improvement initiatives
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