Nurse Call Agent

Job 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. Key responsibilities for incoming calls include receiving, triaging and responding to telephone calls/contact from patients and family members. Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center. Both services will require the ability to assess patients by phone, provide recommendations, offer referral, education and when necessary, direct them to the appropriate level of care.

Scope

Outbound and Inbound call center activities, including telephone, email, text and other communication methodologies. Call center will function 24 hours a day, 7 days a week. Triage, assess, educate, and refer within the nurse call function and according to policy and procedures.

Posting Specifics

• Benefits Eligible: Yes
• Shift Details: Night Shift - Shifts will fall between 1900-0700, Sunday - Saturday, three 12 hour shifts. Call center is open 24/7.
• Additional Details: Shift differentials given for evenings, nights and weekends

Job Essentials

• 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 variety of people and levels of education. Provides accurate and relevant information using a variety of protocol and charting tools. Maintains sensitive, confidential information.
• Ability to work independently or in a team environment
• Provide general health information, education and direction on appropriate level of care.
• Documents all calls and charts as appropriate, while utilizing relevant data, listening skills and problem resolution skills.

Minimum 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.

Preferred Qualifications

• Bachelor's degree in Nursing (BSN). Education must be obtained from an accredited institution. Degree will be verified.
• Seven years of Clinical Experience in direct patient care.
• Experience with Patient Education.
• Experience in triage clinical area.
• Spanish or second language.

Physical Requirements:

• Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess patient needs.
• Frequent interactions with patient care providers, patients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information, etc.

Location:

Valley Center Tower

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

36

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

$36.35 - $54.53

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.