Clinical Call Center Triage Nurse

The Clinical Call Center Triage Nurse supports Oak Street Health patients by addressing medical, social, and psychological needs over the phone during and outside of regular clinic hours. This role requires professional patient communication, clear documentation, clinical judgment, prescription refill support, appointment scheduling, transportation coordination, and completion of patient care requests.

This is a remote nursing call center role that requires active RN licensure, strong reliability, excellent documentation habits, and the ability to meet contact center performance metrics. Nurses are expected to complete documentation while on calls, manage CareReq queues, support clinical escalation tracking, and deliver a high-quality patient experience.

### Key Responsibilities

* Provide telephonic clinical support to patients
* Address patient medical, social, and psychological needs
* Follow prescription refill policies
* Document patient requests clearly and accurately
* Complete documentation before ending each call
* Monitor and complete CareReq queue items
* Schedule patient appointments
* Arrange transportation for clinic visits
* Complete assigned clinical tasks and requests
* Meet departmental call center metrics
* Maintain professional communication during patient interactions
* Participate in remote classroom-style training
* Support clinical escalation tracking as assigned

### Requirements

* Active Registered Nurse license
* Non-probationary RN license status
* Ability to maintain licensure without prompt or audit
* Strong computer skills
* Google Suite proficiency
* Ability to navigate multiple systems
* Prior remote work experience
* High-speed internet with hardwired connection
* Private distraction-free workspace
* Reliable dependent care during working hours
* Ability to work autonomously
* Strong time management skills
* Strong professionalism and reliability
* Ability to work flexible shifts outside normal business hours
* U.S. work authorization

### Preferred Qualifications

* Call center nursing experience
* Telehealth experience
* Patient triage experience
* Clinical documentation experience
* Experience with prescription refill workflows
* Experience working with older adult patient populations
* Remote healthcare experience

### Benefits

* Medical insurance
* Dental insurance
* Vision insurance
* Paid time off
* Retirement savings options
* Wellness programs
* Bonus or incentive eligibility
* Comprehensive full-time benefits package

### Phone Level Breakdown

* Patient calls: High
* Clinical triage: High
* Documentation: High
* Appointment scheduling: Moderate
* Transportation coordination: Moderate
* Care queue management: Moderate

### Best Fit For

Candidates with experience in registered nursing, clinical triage, telehealth nursing, patient call centers, remote nursing, clinical documentation, prescription refill support, care coordination, and patient support.