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Title: Clinical Call Center Triage Nurse

Company: Oak Street Health

Location: Remote

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.

Remote Work Requirements:

• 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 provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
  • https://www.oakstreethealth.com/locations
  • Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
• 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

What are we looking for?

• 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

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.