UI Health - Staff Nurse I - Call Center

About the role

The Staff Nurse I provides direct patient care and integrates Shared Leadership, Evidence Based Practice, Relationship Based Care, and standards of nursing excellence into clinical practice. This position engages and educates patients and caregivers, advocates for patients, and coordinates care with other members of the health care team.

Responsibilities

• Performs telephonic clinical assessment and triage using 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.
• Serves as preceptor and/or resource to other nursing, support staff and students.
• Assumes role of Charge Nurse when assigned, utilizing appropriate resources and tools.
• Performs other related duties and participates in special projects as assigned.

Requirements

• Eligibility for licensure as a Registered Professional Nurse with the Illinois Department of Financial and Professional Regulation, Division of Professional Regulation.
• Current BLS/CPR and/or other required unit specific certifications.
• Current advanced cardiac life support, or within 6 months of hire for main hospital.
• Minimum 5 years of nursing experience (LPN experience may be included).
• Ambulatory or Clinic or Emergency Room nurse experience.
• Nurse triage experience (direct or telephone).
• Intermediate to advanced computer skills: Must be able to navigate multiple software programs utilizing multiple screens simultaneously.
• Intermediate to advanced typing speed.
• Must be able to multi-task: Talk to patient while simultaneously typing and reviewing the medical record.

Qualifications

• UI Health Ambulatory/Clinic experience.
• Ability to process and keep track of a high volume of information/workflows/processes that may change often.
• Customer service experience.
• Excellent Electronic Health Record documentation skills.
• Telephone nurse triage experience.

Benefits

This position is intended to be eligible for benefits, including Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.