[Hiring] Call Center Triage Registered Nurse @CVS Health

Role Description

The Clinical Call Center Triage Nurse effectively extends care during and outside of regular Oak Street Health clinic hours by addressing patients’ medical, social, and psychological needs telephonically.

• Provide confident and professional service to OSH patients
• Follow current Prescription Refill policy
• Remain engaged with patients without background distraction
• Clear and precise documentation while on a call
• Complete documentation for all patient requests prior to ending a call
• Check the CareReq queue and ensure CareReqs are complete
• Complete all tasks or requests that are within the scope and ability of the role
• Schedule appointments for patients that may be off-cadence or are requesting an appointment
• Arrange transportation for clinic visits
• Aware of organizational goals and visibly strives to meet departmental metrics
• Other duties as assigned

Qualifications

• Active, non-probationary Compact Registered Nurse license in current state of residence
• Proactive maintenance of licenses without prompt or audit
• Ability to manage time and work autonomously with consistent reliability
• High-level of conscientiousness
• Focus on delivering an Unmatched Patient Experience on every call and interaction
• Motivated to complete all CE (Continuing Education) and licensure requirements without being prompted
• Ability to work flexible shifts outside of core business hours, such as evenings, weekends, and holidays
• US work authorization

Requirements

• Minimum tenure of 6 months in the Triage RN I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Introductory learning of all the skills and working toward meeting “Exceptional” performance metrics for all job skills:
• Average Unavailable Time
• Average Handle Time
• Average Calls per Hour
• Quality Metrics
• Care Req Reduction as assigned
• CET (Clinical Escalation Tracker) Management as assigned
• Demonstrate proven reliability and satisfactory attendance

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility