Remote Call Center Triage Registered Nurse

CVS Health • Full-time • Remote (New Jersey, United States) • 1m ago

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Title: Clinical Call Center Triage Nurse

Company: Oak Street Health

Location: Remote

Role Description:

The Clinical Call Center Triage Nurse effectively extends care during and outside of regular Oak Street Health clinic hours by addressing patients’ medical, social, and psychological needs telephonically.

Core Responsibilities:

Provide confident and professional service to OSH patients
Follow current Prescription Refill policy
Remain engaged with patients without background distraction.
Clear and precise documentation while on a call
Complete documentation for all patient requests prior to ending a call
Check the CareReq queue and ensure CareReqs are complete
Complete all tasks or requests that are within the scope and ability of the role
Schedule appointments for patients that may be off-cadence or are requesting an appointment
Arrange transportation for clinic visits

Aware of organizational goals and visibly strives to meet departmental metrics

Other duties as assigned

Career Development Opportunities:

The career path from Clinical Call Center Triage Nurse I to Clinical Call Center Triage Nurse II includes:

A minimum tenure of 6 months in the Triage RN I role
Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
Demonstration of a strong desire to learn and grow in their role
Introductory learning of all the skills and working toward meeting “Exceptional” performance metrics for all job skills:
- Average Unavailable Time
- Average Handle Time
- Average Calls per Hour
- Quality Metrics
- Care Req Reduction as assigned
- CET (Clinical Escalation Tracker) Management as assigned
Demonstrate proven reliability and satisfactory attendance

The progression path from Level I to Level II positions within the Triage RN team is a structured path that encourages nurses to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

Remote Work Requirements:

Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
- https://www.oakstreethealth.com/locations
- Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?

Active, non-probationary state Registered Nurse license in all states of OSH practice
Proactive maintenance of licenses without prompt or audit
Ability to manage time and work autonomously with consistent reliability
High-level of conscientiousness
Focus on delivering an Unmatched Patient Experience on every call and interaction

Motivated to complete all CE (Continuing Education) and licensure requirements without being prompted

Ability to work flexible shifts outside of core business hours, such as evenings, weekends, and holidays
US work authorization

Anticipated Weekly Hours

Time Type

Full time

Pay Range

The typical pay range for this role is:

$26.01 - $74.78

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.