RN Call Center

As an integrated health system, we provide care throughout Iowa, western Illinois and southern Wisconsin in not-for-profit hospitals, clinics and home health settings. Each year, we serve nearly 8 million patient visits of all different types, including around 100,000 surgeries and deliver more than 20,000 babies. Whatever stage of life you’re in, our goal is to make your care easier and more personal. At UnityPoint Health, we put people first. And we start from the inside out. We care deeply about making UnityPoint Health a great place to work because our team members are the compassionate core of who we are and how we serve. We’re proud to be recognized as one of the Top Places to Work in Healthcare by Becker’s Healthcare for five years in a row. We've worked diligently to invest in our team members across key areas, including: o Team Member Empowerment o Leadership Effectiveness o Community Impact and Engagement o Career Development

RN Call Center 10:30PM-7:00AM, every other weekend, holiday rotation Full Time Benefits **REMOTE - Candidate must reside in a compact license state** My UnityPoint Nurse Call Center offers a free health information service for the public, sponsored by UnityPoint Health and staffed by registered nurses 24-hours a day, 7 days a week. The nurses at My UnityPoint Nurse provide medical assessment and triage, up-to-date health information and physician and clinic referral service. My UnityPoint Nurse Call Center is a centralized function of UnityPoint Health providing clinical support to UnityPoint Health and affiliates.

The UnityPoint IntelliCenter nurse is an RN who provides care over the telephone by thoroughly assessing symptoms to identify acuity to disposition caller or patient appropriately utilizing best-practice updated protocols. Protocols are embedded within the eMR to support guidance in appropriate care delivery. Nursing services are provided telephonically and, in some cases, virtually. May include triage, care management, referral management and telehealth support. Must have proficient keyboarding/typing skills and have a technical aptitude to learn new computer software systems quickly. Ability to handle a “call center” environment: work quickly and multi-task, utilizing clinical critical skill thinking while navigating computer software to meet the required turnaround time to support key performance indicators which support patient care delivery and operational costs. We are a 24/7 operation with the bulk of our services provided in the evenings and weekends. Operations: Performs symptom assessment triage utilizing protocols to guide best practice care delivery and disposition. Documents call criteria in eMR within a timely manner. Promotes and educates appropriate callers regarding second level triage and virtual care visits with NP and MDs when appropriate. Serves as a resource to customers seeking physician referral and community-based resource information. Provides health information to customers via UnityPoint Health’s approved resources Maintains strict confidentiality of all employee and customer information Adhere to all UnityPoint Clinic personnel Policies and Procedures and safety guidelines. Supports change transformation initiatives Identifies with shift change requirements as call volume dictates in order to support staffing needs appropriately Perform other duties as assigned. Support team efforts in patient care delivery objectives. Provides assistance with other reasonable related duties as assigned by supervisor or manager. Ability to handle confidential and sensitive information. Ability to communicate effectively on the telephone. Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds. Ability to handle a “call Center” environment: work quickly and multi-task. Ability to demonstrate good customer service. Exhibits discretion and sound judgment in all aspects of the job.