At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Title: Clinical Call Center Triage Nurse

Company: Oak Street Health

Location: Remote

Role Description:

The Clinical Call Center Triage Nurse effectively extends care during and outside of regular Oak Street Health clinic hours by addressing patients’ medical, social, and psychological needs telephonically.

Core Responsibilities:

Provide confident and professional service to OSH patientsFollow current Prescription Refill policyRemain engaged with patients without background distraction.Clear and precise documentation while on a callComplete documentation for all patient requests prior to ending a callCheck the CareReq queue and ensure CareReqs are completeComplete all tasks or requests that are within the scope and ability of the roleSchedule appointments for patients that may be off-cadence or are requesting an appointmentArrange transportation for clinic visitsAware of organizational goals and visibly strives to meet departmental metricsOther duties as assigned

Career Development Opportunities:

The career path from Clinical Call Center Triage Nurse I to  Clinical Call Center Triage Nurse II includes:

A minimum tenure of 6 months in the Triage RN I roleConsistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needsDemonstration of a strong desire to learn and grow in their roleIntroductory learning of all the skills and working toward meeting “Exceptional” performance metrics for all job skills:Average Unavailable TimeAverage Handle TimeAverage Calls per HourQuality MetricsCare Req Reduction as assignedCET (Clinical Escalation Tracker) Management as assignedDemonstrate proven reliability and satisfactory attendance

The progression path from Level I to Level II positions within the Triage RN team is a structured path that encourages nurses to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

Remote Work Requirements:

Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systemsPrior remote work experienceAbility to obtain high-speed internet and hardwire equipment to router/modemDistraction-free and private remote work environment required as well as reliable dependent care during working hoursAbility to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/centerhttps://www.oakstreethealth.com/locationsCall center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NCAbility to participate in classroom-style remote training sessionsAn understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?

Active, non-probationary state Registered Nurse license in all states of OSH practiceProactive maintenance of licenses without prompt or auditAbility to manage time and work autonomously with consistent reliabilityHigh-level of conscientiousnessFocus on delivering an Unmatched Patient Experience on every call and interactionMotivated to complete all CE (Continuing Education) and licensure requirements without being promptedAbility to work flexible shifts outside of core business hours, such as evenings, weekends, and holidaysUS work authorization

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$26.01 - $56.14

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 07/04/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.