UI Health - Staff Nurse - Call Center

Staff Nurse I

The Staff Nurse I provides direct patient care and takes the initiative to improve patient outcomes by integrating shared leadership, evidence-based practice, relationship-based care, and standards of nursing excellence into clinical practice. This position integrates professional practice model, current standards of practice and clinical experience to provide "quality" patient care as measured by established nursing quality standards and other governing/accrediting health care bodies.

The Staff Nurse I engages and obtains information from patient and/or family to advocate for the patient, develops an appropriate patient educational plan, and responds to patient's changing needs while sharing information and collaborating with other members of the health care team to promote effective patient care. The Staff Nurse I participates in organizational, departmental, and shared leadership activities; supports department and unit goals in daily behavior.

Duties & Responsibilities

• Performs telephonic clinical assessment and triage utilizing professional nursing judgment, established protocols, and decision support tools to determine acuity, provide care recommendations, facilitate appropriate referrals, and initiate emergency services when indicated.
• Recognizes symptoms, establishes priorities, and responds to patient needs through telephonic assessment and clinical judgment.
• Provides clinical education, guidance, and reinforcement of care plans to patients, caregivers, and callers to support understanding of care recommendations and appropriate resource utilization.
• Shares information and collaborates with clinical and non-clinical staff, serving as a resource to support effective care coordination, appropriate escalation, and alignment across care settings.
• Advocates for patients, families, and callers to support safe, appropriate, and timely care.
• Engages support personnel by delegating appropriate tasks per the Illinois State Nurse Practice Act and provides support and feedback.
• Integrates theoretical knowledge, evidence-based practice, current standards of care, and clinical experience to support safe, high-quality care delivery.
• Documents and communicates clinical assessments, recommendations, and interventions in a timely manner within the electronic medical record and other approved systems, ensuring appropriate routing, follow-up, and coordination of care.
• Adheres to established clinical protocols, scheduling guidelines, and escalation processes while prioritizing work based on patient need and maintaining accountability to organizational policies, regulatory requirements, and standards of nursing practice.
• Participates in quality assurance activities, peer review, and continuing education to support ongoing professional development and quality improvement.
• Assumes role of Charge Nurse when assigned, utilizing appropriate resources and tools.
• Serves as preceptor and/or resource to other nursing, support staff and students.
• Perform other related duties and participate in special projects as assigned.

Minimum Qualifications

Preferred Qualifications

• UI Health Ambulatory clinic experience STRONGLY PREFERRED
• Ability to process and keep track of a high volume of information/workflows/processes that may change often STRONGLY PREFERRED
• Customer service experience preferred
• Excellent documentation skills preferred
• Telephone nurse triage experience preferred

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.