Nurse Call Agent - Market Float Pool

Job Description

The RN in the Clinical Communication Call Center ensures a superior customer service experience for all who interact with the Clinical Communication Call Center. The RN provides consultation, education, and strategic guidance related to patient questions and health needs via phone, email, text or other communication method. The Registered Nurse provides accurate, safe and relevant information and support to patients contacting Intermountain for advice or who have been recently discharged.

• Receive, triage, and respond to telephone calls and contacts from patients and family members.
• Make outbound calls for patients discharged from hospital, emergency department or outpatient surgical center.
• Assess patients by phone, provide recommendations, offer referrals, education and direct them to the appropriate level of care when necessary.
• Scope outbound and inbound call center activities, including telephone, email, text and other communication methodologies, operating 24/7.
• Triage, assess, educate, and refer within the nurse call function according to policy and procedures.
• Document all calls and charting activities using appropriate protocols and charting tools.
• Maintain sensitive, confidential information and comply with regulatory, compliance, patient safety, and policy procedures of Intermountain.
• Adapt to unpredictable situations, work independently or in a team environment, and maintain clinical skill competency.

• Current RN licensure in the state of practice.
• Basic Life Support certification (BLS) for healthcare providers.
• Five years of clinical experience, preferably in emergency nursing, telephone triage, primary care, or medical‑surgical nursing.
• Strong assessment and decision‑making skills; ability to triage and refer patients appropriately.
• Excellent verbal and written communication skills; ability to communicate clearly and timely with a variety of people.
• Ability to work independently or as part of a team; strong problem‑resolution and planning skills.
• Intermediate knowledge of word processing software; competent with charting tools.
• BSN degree within three years of hire or promotion; preferred BSN or bachelor’s degree in nursing.
• Spanish speaking preferred; second language an advantage.

Part‑time position (24 budgeted hours). Two shifts per week worked within the central market clinic float pool, with a third shift scheduled as a work‑from‑home day. One day per week from home and two days per week scheduled within the central market clinic float pool throughout the Salt Lake Valley. Salary range $37.45 - $57.29 per hour, depending on experience.

Comprehensive benefits package covering health, dental, vision, wellness programs, and other benefits. Intermountain Health provides a generous benefits package that fosters a sustainable culture of wellness. Employees are eligible for the PEAK program, offering tuition coverage for educational pursuits.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.