Registered Nurse Triage Call Agent Patient Service Center

Job Description

The Registered Nurse in the Clinical Communication Call Center ensures a superior customer service experience for all who interact with the center.

The RN provides consultation, education, and strategic guidance related to patient questions and health needs via phone, email, text, or other communication methods.

The RN has responsibility to provide accurate, safe, and relevant information and support to patients who contact Intermountain for advice or have been recently discharged.

Key responsibilities include receiving, triaging, and responding to telephone calls/contact from patients and family members, and making outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center.

Both services require the ability to assess patients by phone, provide recommendations, offer referral, education, and when necessary direct them to the appropriate level of care.

Interview Requirements

A video interview through Microsoft Teams is required, as well as potential onsite interviews and meetings.

Location

Fully remote. Ideal candidate would have an Intermountain Health caresite close to them.

• Posting Specifics
• Benefits Eligible: Yes
• Shift Details: Full time (40 budgeted hours). Monday through Friday, 8:00 am – 5:00 pm MST. No nights, weekends or holidays.
• Unit/Location: Fully remote. Ideal candidate would have an Intermountain Health caresite near to them.
• Preferred

Qualifications: 5 years of clinical RN experience with background in emergency nursing, telephone triage, primary care, or medical‑surgical nursing, demonstrating strong assessment and decision‑making skills.

• Additional

Details: Provides triage phone support for Primary Care Clinics throughout the canyons region.

Staff will be on the phone majority of their shifts with scheduled breaks.

Scope

Outbound and inbound call center activities, including telephone, email, text and other communication methodologies.

The center operates 24 hours a day, 7 days a week.

Callers are triaged, assessed, educated, and referred according to policy.

• Job Essentials
• Ability to adapt to unpredictable situations in the work setting.
• Strong clinical background with ability to triage, assess needs, and refer clients as appropriate, maintaining clinical skills and competency of nursing practice.
• Understanding of regulatory, compliance, patient safety, and policy/procedures of Intermountain.
• Excellent communication skills and ability to communicate clearly and timely with a variety of people and education levels, providing accurate and relevant information using protocols and charting tools while maintaining confidentiality.
• Ability to work independently or in a team environment.
• Provide general health information, education, and direction on appropriate level of care.
• Document all calls and charts as appropriate, utilizing relevant data, listening skills, and problem‑resolution skills.
• Minimum Qualifications
• Current RN licensure in the state of practice.
• Basic Life Support certification (BLS) for healthcare providers.
• Five years of clinical experience.
• Exceptional verbal and written communication skills.
• Strong conceptual thinking, problem‑resolution, and planning skills.
• Intermediate knowledge and skill of word processing software.
• RNs hired or promoted into this role must obtain a BSN within three years of hire or promotion.
• Preferred Qualifications
• Bachelor’s degree in Nursing (BSN) from an accredited institution.
• Seven years of clinical experience in direct patient care.
• Experience with patient education.
• Experience in a triage clinical area.
• Spanish or second language proficiency.

Intermountain Health is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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