Clinical Call Center Triage Nurse

CVS Health

1d•Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. 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.

Requirements

Active, non-probationary state Registered Nurse license in all states of OSH practice
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
Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Nice To Haves

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

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