Call Center Nurse

3 hours ago

Iloilo City, Western Visayas, Philippines Caring-One Iloilo Call Center Services Full time ₱30,000 - ₱60,000 per year

Job Overview

The Triage Nurse is responsible for providing safe and effective telephone assessments, patient care instructions, and directions to the appropriate level of care (emergent, urgent, medical/non-urgent and self-care). It includes scheduling of appointments for labs and/or radiology, prescription refill.

Key Responsibilities

  • Follow the policies & procedures of Caring One and their clients.
  • Handle Inbound Calls from Patients
  • Check insurance eligibility
  • Review patient's medical records
  • Assess patient to determine the appropriate level of care required to safely meet the patient's medical needs. (Emergent, urgent, non-urgent or home care status)
  • When appropriate, provide home care instructions using the approved, written.
  • guidelines as well as approved reference material provided.
  • Utilize all resources and guidelines at his/her disposal to effectively assess,
  • prioritize, advise, schedule classes or physician appointments, or refer calls when necessary to the client.
  • Coordinate to onshore nurses and providers to ensure quality of care
  • Refer patients to appropriate medical facilities or providers for care, utilizing.
  • approved guidelines as indicated by individual client profiles.
  • Thoroughly complete documentation utilizing the appropriate EMR/PM System
  • in compliance with the clients approved policies and procedures.
  • Actively participate in new employee orientation, ongoing training programs,
  • staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development.
  • Maintain current nursing skills and knowledge base by attendance at workshops and seminars, completion of mandatory continuing education, reading of professional journals, publications, and participation in professional organizations.

Key Competencies:

  • Strong customer service skills and patient-centered approach.
  • Familiarity of urology terms and virtual triage and documentation best practices
  • Active listening and empathy to address patient concerns with care and respect.
  • Ability to multitask and manage high call volumes, patient check-ins, and scheduling simultaneously.
  • Familiarity with electronic medical records (EMR) systems
  • Knowledge of healthcare regulations and administrative processes.
  • Adaptability and teamwork.

Working Conditions:

  • Environment: Call Center setting, involving both administrative work and virtual patient interactions.
  • Schedule: Full-time, night shift or weekend hours based on client needs and demands.
  • Physical Requirements: Prolonged periods of sitting and using a computer; occasional lifting of files or supplies.

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