Registered Nurse, Call Center

Registered Nurse - Call Center

Status: Full Time

Location: Nashville, TN (Must reside in Tennessee)

Hours: 9:00am - 5:00pm (4 weekend shifts per month required)

Join our caring hospice team as a Call Center Nurse, supporting patients and families when they need it most. Bring your clinical expertise, compassion, and calm presence to make a real difference every day. We can't wait to talk to you!


SUMMARY

The Call Center Registered Nurse provides after-hours clinical triage and telephone support while serving as a mobile on-call nurse when in-person visits are required. The primary responsibility of this role is to staff the after-hours call center between (7:00 am - 11:00 pm), delivering timely, compassionate, and clinically appropriate triage to patients and families. When patient needs, acuity, or staffing limitations require, the nurse may be dispatched to perform in-home visits including crisis visits or death visits.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Performs after-hours triage utilizing nursing judgment to assess patient needs and determine appropriate interventions.

2. Receives and manages incoming after-hours calls, providing clinical guidance, education, and emotional support to patients and families.

3. Plans care interventions and dispatches on-call nurses when in-person visits are required.

4. Provides telephone support to families at the time of death and initiates appropriate follow-up per agency protocol.

5. Serves as a clinical and procedural resource for on-call staff.

6. Reviews triage documentation to ensure accurate, complete, and timely clinical records.

7. Communicates changes in patient condition to the appropriate primary nurse, team, physician, or outside agency.

8. Notifies the on-call administrator of significant issues, concerns, or operational barriers.

9. Ensures adherence to agency policies, procedures, and regulatory requirements.

10. Performs in-home nursing visits when dictated by patient need, workload, staffing availability, or geographic considerations.

11. Provides skilled nursing care in the patient's residence in alignment with the established plan of care.

12. Conducts death visits to support families and complete required death procedures per agency protocol.

13. Communicates patient status, interventions, and outcomes to the triage nurse, primary nurse, and interdisciplinary team.

14. Interacts with physicians as needed to support patient care and symptom management.

15. Supports care plan goals, outcome management, and variance analysis.

16. Participates in planning, implementation, and evaluation of patient services.

17. Attends meetings and trainings as requested.

18. Covers additional after-hours needs when the office is unable to open.

19. Other duties as assigned.

Requirements

EDUCATION and/or EXPERIENCE

Registered Nurse with a valid RN license, BSN preferred. Minimum of one year of nursing experience required. Hospice, Oncology, Home Health, or Long-Term Care experience preferred. Knowledge of or willingness to learn hospice philosophy and care delivery.

CERTIFICATES, LICENSES, REGISTRATIONS

Current Tennessee RN License. Valid driver's license and automobile insurance as required by Tennessee State Law.