REMOTE - Answering Service Registered Nurse id-10176

June 5, 2025

Job Overview:

Answer incoming calls in a timely manner. Triage calls using Nurse Triage and excellent customer service, telephone, and communication skills, including tone and accuracy. Manage calls with "First Call Resolution" in mind. Collect and document data from patients to provide the best course of action following protocols. Facilitate care between physicians, hospitals, pharmacies, other specialties of TH, and the patient. Must obtain and utilize a working knowledge of the QGenda, Epic,

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Job Requirements:

Associate's Degree in Nursing (Required)

2 - 3 years experience Professional Nursing (Required)

Typing

Microsoft Office

Electonic Medical Charting

Phone Skills

Customer Service

Registered Nurse - COMPACT (Multi-State) RN- Registered Nurse- State Compact Licensure

Job Responsibilities:

Proactively handles patient complaints and refers to management as needed. Utilizes of downtime by assisting with in-basket messages, projects or tasks for the department or organization. Voluntarily takes on ambassador role and helps with orientation training of new hires. Satisfactorily met dept. goals and expectations of performance.

Completes all points of required audit sheet on a consistent basis and maintains an average audit score of 95% or above.

Achieves the goal of minimum utilization of AUX/NOT READY mode during working hours. Goal less than 10% Total timed staffed.

Answers incoming calls working towards "First Call Resolution" with each call. Adheres to handle time goal average of 6 Mins 30 Sec’s, telephone guidelines such as privacy and phi review checking name, DOB, phone number and address and follows Scheduling and Messaging Protocols.

Appropriately triage patient calls utilizing Nurse Triage, accurately documents all nursing/medical advice rendered, accurately documents patient concerns and actions taken on behalf of a patient in the patient's medical record. Notifies physicians with emergency complaints, referral to ER and demonstrates competency in clinical care protocols including when to contact 911.

Working Conditions:

Bending - Rarely

Concentrating - Consistently

Continuous Learning - Consistently

Hearing: Conversation - Consistently

Interpersonal Communication - Consistently

Kneeling - Rarely

Lifting Pulling - Rarely

Pushing - Rarely

Reaching - Occasionally

Reading - Consistently

Sitting - Consistently

Standing - Rarely

Stooping - Rarely

Talking - Consistently

Thinking/Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Rarely

Visual Acuity: Far - Consistently

Visual Acuity: Near - Consistently

Walking - Rarely

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS...

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"

• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist

• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS...

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met

• Offer patients and guests priority when waiting (lines, elevators)

• Work on improving quality, safety, and service

Respect: ALWAYS...

• Respect cultural and spiritual differences and honor individual preferences.

• Respect everyone's opinion and contribution, regardless of title/role.

• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS...

• Value the time of others by striving to be on time, prepared and actively participating.

• Pick up trash, ensuring the physical environment is clean and safe.

• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS...

• Acknowledge wins and frequently thank team members and others for contributions.

• Show courtesy and compassion with customers, team members and the community

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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