Remote Call Center Nurse - Night Shift

Full-time night shift: Monday–Friday 11 p.m.–7 a.m., plus 1–3 weekends per month (11 p.m.–3 p.m. or 11 p.m.–7 a.m.). Hybrid environment—onsite at the company’s support center and/or remote (work from home). Frequent telephone and computer use; occasional travel to company-wide meetings.

About the role

Eterna Primary Care's Call Center Nurse serves as the first point of contact for patients, families, skilled nursing facilities (SNFs), assisted living facilities (ALFs), hospitals, pharmacies, and healthcare providers. This role manages high-volume inbound and outbound calls, documents communications, triages requests, coordinates with medical staff, and ensures timely resolution of patient care needs. The Call Center Nurse/Agent supports continuity of care, improves patient satisfaction, reduces unnecessary hospitalizations, and assists providers in delivering high-quality post-acute medical services.

Responsibilities

• Call Management
  • Answer incoming calls in a professional, courteous, and compassionate manner.
  • Place outbound calls to patients, family members, facilities, pharmacies, hospitals, and community partners.
  • Verify caller identity following HIPAA guidelines.
  • Document all telephone encounters accurately in the electronic medical record (EMR) and/or designated platform.
  • Maintain excellent customer service during every interaction.
  • Route calls appropriately based on urgency and clinical need.
• Patient Care Coordination
  • Receive requests from nursing facilities regarding patient concerns.
  • Communicate patient updates to medical providers.
  • Coordinate same-day provider visits when appropriate.
  • Schedule follow-up appointments and assist with appointment reminders.
  • Monitor outstanding patient needs/requests until resolved.
  • Assist medical providers with quality measure capture.
  • Follow company-approved patient protocols.
  • Escalate urgent clinical concerns immediately.
• Provider Support
  • Assist providers with communication involving medication refill requests, laboratory results, imaging reports, hospital admissions/discharges, emergency department notifications, consult requests, family communication, hospice coordination, and home health communication.
• Facility Communication
  • Serve as liaison between providers and skilled nursing facilities, assisted living facilities, rehabilitation centers, long-term care facilities, hospitals, pharmacies, and diagnostic companies.
  • Ensure communication is timely, professional, and accurately documented.
• Care Coordination Support
  • Support value-based care initiatives by assisting with chronic care management (CCM), transitional care management (TCM), annual wellness visits, preventive care reminders, advance care planning scheduling, follow-up after hospitalization, and closing gaps in care.
• Documentation
  • Document all interactions in accordance with company standards, including date and time, caller information, reason for call, actions taken, provider notifications, follow-up required, and resolution.
• Administrative Responsibilities
  • Manage voicemail queues and monitor provider message pools.
  • Track open telephone encounters and complete assigned work queues.
  • Maintain patient confidentiality.
  • Scan and upload documents.
  • Complete other administrative duties as assigned.
• Customer Service Expectations
  • Demonstrate empathy and compassion.
  • Treat every caller with respect.
  • Remain calm during stressful situations.
  • Resolve concerns efficiently.
  • Promote positive relationships with patients and facility staff.
  • Represent the organization professionally.

Requirements

• Education & Licensure
  • Associate degree or higher.
  • Current and active multistate license as a Registered Nurse (RN), preferred.
  • Current and active multistate license as a Licensed Practical Nurse (LPN).
• Experience
  • Experience in skilled nursing, post-acute care, care coordination, or case management preferred.
  • Knowledge of medical terminology.
  • Familiarity with data entry, medication reconciliation, discharge planning, and community resources.
  • Familiarity with quality measures and tracking preferred.

Skills & Competencies

• Strong interpersonal, communication, and patient advocacy skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of post-acute workflows and care transitions.
• Proficiency with data entry and electronic health records.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize effectively.
• Excellent customer service.