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Intermountain Healthcare Nurse Call Agent - Patient Service Center- Registered Nurse in West Valley City, Utah

Job Description:

The RN in the Patient Service Center ensures a superior customer service experience for all who interact with the Patient Service Center . The RN provides consultation, education, and strategic guidance related to patient questions and health needs via a phone, email, text or other communication method. The Registered Nurse has responsibility to provide accurate, safe and relevant information and support to the patients who are contacting Intermountain for advice or have been recently discharged. Key responsibilities for incoming calls include receiving, triaging and responding to telephone calls/contact from patients and family members. Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center. Both services will require the ability to assess patients by phone, provide recommendations, offer referral, education and when necessary, direct them to the appropriate level of care.


Outbound and Inbound call center activities, including telephone, email, text and other communication methodologies. Call center will function 24 hours a day, 7 days a week. Triage, assess, educate, and refer within the nurse call function and according to policy and procedures.

Job Essentials

Ability to adapt to unpredictable situations in the work setting.

Strong clinical background and understanding with ability to triage, assess needs, and refer clients as appropriate, maintaining clinical skills and competency of nursing practice.

Understanding of regulatory, compliance, patient safety, and policy/procedures of Intermountain

Excellent communication skills and ability to communicate in a clear and timely manner with variety of people and levels of education. Provides accurate and relevant information using a variety of protocol and charting tools. Maintains sensitive, confidential information.

Ability to work independently or in a team environment

Provide general health information, education and direction on appropriate level of care.

Documents all calls and charts as appropriate, while utilizing relevant data, listening skills and problem resolution skills.

Minimum Qualifications

Current RN Licensure in the state of practice.

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Basic Life Support certification (BLS) for healthcare providers.

Five years of clinical experience.

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Exceptional verbal and written communication skills.

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Strong ability for conceptual thinking, problem resolution and planning.

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Intermediate knowledge and skill of word processing software.

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Bachelor's degree in nursing required or willing to obtain by June 2022. ** Note: Anyone hired or promoted into R.14 grade on or after July 1, 2017 must obtain their BSN degree on or before June 1, 2022. After that date in June 2022, all future promotions to grade R14 will require a BSN.

Preferred Qualifications

Bachelor's degree in Nursing (BSN). Education must be obtained from an accredited institution. Degree will be verified.

Seven years of Clinical Experience in direct patient care.

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Experience with Patient Education.

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Experience in triage clinical area.

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Spanish or second language.

Physical Requirements:

Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess patient needs.

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Frequent interactions with patient care providers, patients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.

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Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information, etc.


Lake Park Building, Southridge Clinic at Riverton

Work City:

West Valley City

Work State:


Scheduled Weekly Hours:


Being a part of Intermountain Healthcare means joining a world-class team of over 38,000 employees and caregivers while embarking on a career filled with opportunities, strength, innovation, and fulfillment. Our mission is: Helping people live the healthiest lives possible.

Our patients deserve the best in healthcare, and we deliver.

To find out more about us, head to our career site here .

ADA Statement:

Intermountain Healthcare strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Equal Opportunity Employer

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

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.

Thanks for your interest in continuing your career with our team!