Intermountain Healthcare Nurse Call Agent - Layton Office Building in Layton, Utah

Job ID:217057
Greater Ogden & North Davis area

About Us

What does it mean to be a part of Intermountain Healthcare? It means that the quest for clinical excellence is not just a goal, but a given. It means building an environment where physicians and employees can deliver the best in healthcare. And it’s realizing each employee or volunteer is vital to the healing process, because we can only achieve theextraordinary together .

Being a part of Intermountain Healthcare means joining with a world-class team of over 36,000 employees and embarking on a career filled with opportunities, strength, innovation, and fulfillment. Our mission is: Helping people live the healthiest lives possible.

Our patients deserve the best in healthcare, and we deliver.

Job Description

The RN in the Clinical Communication Call Center ensures a superior customer service experience for all who interact with the Clinical Communication Call Center. The RN provides consultation, education, and strategic guidance related to patient questions and health needs via a phone, email, text or other communication method. The Registered Nurse has responsibility to provide accurate, safe and relevant information and support to the patients who are contacting Intermountain for advice or have been recently discharged. Key responsibilities for incoming calls include receiving, triaging and responding to telephone calls/contact from patients and family members. Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center. Both services will require the ability to assess patients by phone, provide recommendations, offer referral, education and when necessary, direct them to the appropriate level of care.

Essential Job Duties

  • Ability to adapt to unpredictable situations in the work setting.
  • Strong clinical background and understanding 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 in a clear and timely manner with variety of people and levels of education. Provides accurate and relevant information using a variety of protocol and charting tools. Maintains sensitive, confidential information.
  • Ability to work independently or in a team environment
  • Provide general health information, education and direction on appropriate level of care.
  • Documents all calls and charts as appropriate, while utilizing relevant data, listening skills and problem resolution skills.

Posting Specifics

  • Entry Rate: DOE
  • Benefits Eligible: Yes
  • Shift Details: Full time, 36 hours per week
  • 24/7 operation - Scheduled hours include every other weekend and rotating holidays/ 10-12 hours shifts.
  • Job requirements include 50% nights and 50% days but nights shifts are currently covered by willing staff.
  • Location: Layton Office Building

Minimum Requirements

  • Current RN Licensure in the state of practice.
  • Basic Life Support certification (BLS) for healthcare providers.
  • Five years clinical experience.
  • Exceptional oral and written communication skills.
  • Strong ability for conceptual thinking, problem resolution and planning.
  • Intermediate knowledge and skill of word processing software.
  • Bachelor's degree in nursing required or willing to obtain by June 2022. ** Note: Anyone hired or promoted into R.14 grade on or after July 1, 2017 must obtain their BSN degree on or before June 1, 2022. After that date in June 2022, all future promotions to grade R14 will require a BSN.

Physical Requirements

  • Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess patient needs.
  • Frequent interactions with patient care providers, patients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.
  • Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information, etc.

Preferred Requirements

  • Bachelor's degree in Nursing (BSN) from an accredited institution (degree will be verified).
  • Seven years of Clinical Experience in direct patient care.
  • Experience with Patient Education.
  • Experience in triage clinical area.
  • Spanish or second language.

Please Note

All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Additional Details:

Working Hours 36

Primary Work Location Layton Office Building

Expertise Nursing

Job Type Full Time

Location US-UT-Layton