RN Telephone Advise/Triage Nurse Call Center (Bilingual Spanish)

This is an onsite position.

PIH Health is seeking a dedicated and skilled RN Telephone Advice/Triage Nurse to join our Call Center team on a full-time basis, with the requirement to work days and a rotation of weekends. This role is integral to providing high-quality care to our patients by offering expert nursing advice and triage services over the phone. The successful candidate will conduct patient assessments using standard protocols and standardized procedures, leveraging their clinical knowledge, experience, and best practices to independently provide medical advice for patients with urgent, emergent, or potential health issues. The RN will make safe, effective, and appropriate dispositions, including facilitating referrals to primary care, specialty providers, healthcare facilities, and community resources. A key responsibility includes educating callers about their immediate healthcare needs using a solid foundation in basic nursing principles, practices, ethics, and concepts. The role also involves handling incoming calls, faxing prescriptions, and assisting with processing prescription refills. Initially, the position will be office-based with the potential to transition to remote work after meeting departmental requirements. PIH Health is a nonprofit, regional healthcare network serving approximately 3 million residents in the Los Angeles County, Orange County, and San Gabriel Valley region. Our fully integrated network is known for excellence in patient care and experience. We offer competitive salaries ranging from $44.69 to $73.73 hourly. This is a regular/at-will position with no travel required, located at the IDS Call Center in the City of Whittier, Los Angeles.

Required Skills

• Strong interview, communication, customer service skills, and documentation skills
• Knowledge of nursing functions, basic anatomy, and physiology
• Adaptability to various situations
• Critical thinking and independent problem-solving skills
• Accuracy in maintaining medical records
• Honesty, dependability, and conscientiousness
• Alertness to cues on the phone when assessment is limited to auditory, verbal, and emotional cues
• Ability to communicate effectively in a manner understandable by the patient
• Demonstration and performance of generic and patient-specific population critical competencies based on age and diagnosis
• Effective utilization of time and resources
• Ability to delegate tasks appropriately
• Proficient computer skills

Required Experience

• Current and unrestricted RN CA state licensure
• Current BLS card issued by the American Heart Association
• Bachelor’s Degree in Nursing Science (BSN) from an accredited nursing program
• Minimum of 3 years of nursing experience
• Minimum of 2 years in an emergency room or urgent care setting
• Required: Bilingual English/Spanish communication skills
• Preferred: Experience in direct nursing care in the Ambulatory Care Setting
• Preferred: A background in telephone triage