Call Center Triage Registered Nurse

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Title: Clinical Call Center Triage Nurse

Company: Oak Street Health

Location: Remote

Compensation: $32 - $35 hourly

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.

Core Responsibilities:

• 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

Career Development Opportunities:

The career path from Clinical Call Center Triage Nurse I to  Clinical Call Center Triage Nurse II includes:

• A 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

The progression path from Level I to Level II positions within the Triage RN team is a structured path that encourages nurses to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

Working Conditions:

• Environment: Remote office setting with a focus on phone-based interactions

• Time Off: Colleagues are encouraged to be present for all shifts, especially during the training period (4-5 weeks). Leadership may deny any PTO requests made during the training period based on business needs.

• Remote Work Requirements:

  • Work-At-Home Colleagues are required to establish a designated virtual work location within the state and city where they have confirmed they currently live.

  • The colleague should have functioning phone and internet access that is sufficient to support work responsibilities.

    • ISP requirements include minimum internet speeds of 10MB upload/100 MB download ability available in your home, as well as the ability to hardwire your computer into your modem/router.

  • The work environment should be quiet, compliant with CVS Health and HIPAA guidelines, and allow for uninterrupted work during work hours. The remote work environment should have a desk or table at which the Colleague can work.

  • The company will provide equipment (keyboard, monitor, ethernet cord for hard-wiring, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet and safe workspace.

What are we looking for?

• 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-