Call Center Nurse Consultant

7w1 month ago

The University of Kansas Health System

US · Full-time · $62,000 – $82,000

About this role

The Call Center Nurse Consultant serves as a clinical resource over the phone, assisting individuals from the healthcare system and community who are seeking care. This role involves nurse triage, prescription refill coordination, and closing gaps in care, all while utilizing the nursing process in accordance with the nursing scope of practice.

Daily responsibilities include managing work-queues, taking patient telephone calls, and performing detailed evaluations to determine the appropriate level of care for patient symptoms. The nurse navigates callers through appropriate channels, schedules same-day appointments with providers, and provides professional advice and education based on established guidelines.

Working within a dedicated call center team, the consultant acts as a liaison between patients and providers, ensuring referrals are made to the appropriate level of care within a timely manner. The role requires accurate documentation and follow-up calls to evaluate the effectiveness of care and support positive patient outcomes.

This position offers the opportunity to apply advanced clinical expertise in a supportive, telephone-based environment. The nurse consultant will identify opportunities for improvement in call center processes, contributing to enhanced patient experience and operational excellence.

Requirements

Bachelor's degree in Nursing
Five (5) years of clinical nursing experience in Emergency, Pediatrics, Obstetrics, Behavioral Health, or Critical Care
High school graduate
Ability to perform professional, clinical, and technical competencies of the assigned department
Strong human relation and customer service skills in providing patient care and establishing rapport
Proficiency in documenting and managing patient information in accordance with all regulatory bodies

Responsibilities

Execute phone triage responsibilities, performing a systematic, comprehensive interview to determine the urgency of the patient’s problem
Accurately document all calls including patient demographic information, chief complaint, recommendations, and referrals
Act as liaison between patient and providers, answering all patient inquiries regarding health issues
Elicit questions and concerns to assess symptoms, identify appropriate protocols, and develop a treatment plan
Coordinate medical care by scheduling patient follow-up appointments as instructed by providers
Provide counseling, home treatment advice, and crisis intervention according to established protocols
Perform follow-up calls to evaluate effectiveness of care and identify additional needs for care
Identify opportunities for improvement in call center processes and maintain accurate patient documentation per regulatory standards

Benefits

Full-time consistent schedule with no weekend or overnight shifts
Opportunity to apply advanced clinical expertise in a supportive call center environment
Work within a leading Kansas City health system with access to professional resources