[Hiring] Registered Nurse Triage Call Agent Patient Service Center @Intermountain Health

Role Description

The RN in the Clinical Communication Call Center ensures a superior customer service experience for all who interact with the Clinical Communication Call Center. The RN provides consultation, education, and strategic guidance related to patient questions and health needs via a phone, email, text or other communication method. The Registered Nurse has responsibility to provide accurate, safe and relevant information and support to the patients who are contacting Intermountain for advice or have been recently discharged.

• Receive, triage and respond to telephone calls/contact from patients and family members.
• Make outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center.
• Assess patients by phone, provide recommendations, offer referrals, education, and direct them to the appropriate level of care.

Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings.

Qualifications

• Current RN Licensure in the state of practice.
• Basic Life Support certification (BLS) for healthcare providers.
• Five years of clinical experience.
• Exceptional verbal and written communication skills.
• Strong ability for conceptual thinking, problem resolution and planning.
• Intermediate knowledge and skill of word processing software.
• RNs hired or promoted into this role need to have or obtain their BSN within three years of hire or promotion.

Requirements

• Ability to adapt to unpredictable situations in the work setting.
• Strong clinical background and understanding with ability to triage, assess needs, and refer clients as appropriate, maintaining clinical skills and competency of nursing practice.
• Understanding of regulatory, compliance, patient safety, and policy/procedures of Intermountain.
• Excellent communication skills and ability to communicate in a clear and timely manner with a variety of people and levels of education.
• Provide general health information, education and direction on appropriate level of care.
• Document all calls and charts as appropriate, while utilizing relevant data, listening skills and problem resolution skills.

Benefits

• Benefits Eligible: Yes
• Full time (40 budgeted hours). Monday through Friday, 8:00 am - 5:00 pm MST.
• No nights, weekends or holidays.
• Hourly range: $36.71 - $56.17 (actual hourly rate dependent upon experience).
• Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness.