Remote Call Center Triage Registered Nurse

CVS Health

5d•$26 - $75•Remote

About The Position

The Clinical Call Center Triage Nurse extends care to Oak Street Health patients during and outside regular clinic hours by addressing their medical, social, and psychological needs by telephone. The role provides professional patient service, responds to requests within the scope of the position, documents patient interactions, supports appointment scheduling and transportation arrangements, and helps meet departmental performance goals. This is a remote, full-time position with 40 anticipated weekly hours. Nurses must be able to work flexible shifts outside core business hours, including evenings, weekends, and holidays. Remote work requires a private, distraction-free environment, reliable dependent care during working hours, high-speed internet, and equipment hardwired to a router or modem. Employees within 50 miles of a physical Oak Street Health location or center must be able to provide their own transportation if on-site support is required. The role includes the opportunity to progress from Triage Nurse I to Triage Nurse II through a structured development path based on tenure, performance, reliability, and skill growth.

Requirements

Hold an active, non-probationary state Registered Nurse license in all states where Oak Street Health practices.
Proactively maintain required licenses without prompting or audit.
Manage time and work autonomously with consistent reliability.
Demonstrate a high level of conscientiousness and professionalism.
Focus on delivering an Unmatched Patient Experience on every call and interaction.
Complete continuing education and licensure requirements without prompting.
Be able to work flexible shifts outside core business hours, including evenings, weekends, and holidays.
Have US work authorization.
Have proficient PC skills, computer literacy, basic Google Suite skills, and the ability to navigate systems.
Have prior remote work experience.
Be able to obtain high-speed internet and hardwire equipment to a router or modem.
Maintain a distraction-free, private remote work environment and reliable dependent care during working hours.
Provide own transportation if on-site support is required for employees located within 50 miles of a physical Oak Street Health location or center.
Be able to participate in classroom-style remote training sessions.

Responsibilities

Provide confident and professional service to Oak Street Health patients.
Follow the current Prescription Refill policy.
Remain engaged with patients without background distractions.
Document calls clearly and precisely, completing documentation for all patient requests before ending each call.
Check the CareReq queue and ensure CareReqs are complete.
Complete tasks or requests that are within the scope and ability of the role.
Schedule appointments for patients who are off-cadence or request an appointment.
Arrange transportation for clinic visits.
Stay aware of organizational goals and strive to meet departmental metrics.
Perform other duties as assigned.