Call Center Nurse Consultant

Position Summary The Call Center Nurse Consultant is responsible for being a clinical resource over the phone to people calling from the health care system or community who have questions while seeking care, including but not limited to nurse triage, prescription refills, and closing gaps in care. The nurse is expected to utilize nursing process in accordance with the nursing scope of practice. The nurse assists in navigating community individuals who call through appropriate channels to offer exceptional service and performs a detailed evaluation to determine appropriate level of care for patient symptoms. The individual is responsible for managing daily work‑queues, taking patient telephone calls, and identifying opportunities for improvement in the call center processes. Responsibilities and Essential Job Functions Execute Phone Triage responsibilities: perform a systematic, comprehensive interview of the caller/patient to determine the urgency of the patient’s problem, accurately document data for all calls including patient demographic information, chief complaint, recommendations for home treatment, and referrals to primary care provider, alternative health care provider or emergency services, and perform and document follow‑up calls with patients as necessary to help ensure positive outcomes. Act as liaison between patient and providers. Answer all patient inquiries for assigned providers regarding health issues, serve as advocate for patient for both internal and external referrals, and make referrals to the appropriate level of care within an appropriate period. Elicit questions, concerns, and information from patient to assess symptoms. As needed, identify appropriate protocol and develop a treatment plan. Coordinate medical care as required, schedule patient follow‑up internal and external appointments as instructed by providers, and schedule same‑day appointments with the patient’s primary provider or alternative health care provider as necessary. Provide professional advice, education and options based on assessment, established guidelines and clinical judgment. When appropriate advise patient to seek medical care at the emergency room. Assistance with referrals and scheduled clinical appointments. Evaluate patient’s ability to understand the plan of care and perform health education as needed. Document all calls, responses and referrals. Release of information (ROI) will be needed prior to exchanging any patient/client information with family or associates. Perform follow‑up calls to evaluate effectiveness of care or additional need for care. Maintain accurate and necessary patient documentation in accordance with all regulatory bodies. Apply human relation skills and customer service skills in providing patient care and in establishing good rapport. Provide counseling, home treatment advice, and crisis intervention according to established protocols and standards of care. Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department. These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required. Required Education and Experience High School Graduate Bachelor Degree Nursing Five (5) years clinical nursing experience in Emergency, Pediatrics, Obstetrics, Behavioral Health or Critical Care. One (1) year of clinical experience can be substituted for clinical certification or prior triage or health coaching experience. Preferred Education and Experience Call Center experience Required Licensure and Certification Basic Life Support Heartsaver (BLS HS) (Non‑Clinical) - American Heart Association (AHA) within 14 days Licensed Registered Nurse (LRN) - Single State - State Board of Nursing; must have current active multistate state Registered Nurse (RN) license in good standing in state in which you live OR active single state RN license in good standing in the state you will be working with proof of application of a multistate RN license in the state in which you live. Staff hired prior to 2/1/2024 are required to obtain a multistate state RN license from the state in which they live at the time of their next RN license renewal by 3/31/2026. Preferred Licensure and Certification Specialty Nursing Certification Knowledge Requirements Advanced typing and word processing ability required Excellent analytical, critical thinking and problem‑solving skills Strong ability to communicate effectively both verbally and in writing Excellent organization abilities and documentation skills Time Type Full time Job Requisition ID

R-53785

Important information for you to know as you apply The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally‑protected status. The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link. Employment with the health system is contingent upon, among other things, agreeing to the and signing the agreement to the DRP. #J-18808-Ljbffr The University of Kansas Health System