Registered Nurse - Call Center

Provides telephonic clinical support, mental health screening, crisis triage, care coordination, and patient education while ensuring timely access to appropriate behavioral health services.

Duties/Responsibilities:

Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role, all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.

• Answer inbound and/or make outbound patient calls


• Perform telephonic nursing assessments and triage patient concerns


• Provide health education, medication guidance, and symptom management advice within scope of practice, crisis intervention and suicide risk assessment


• Utilize clinical protocols and decision-support tools to determine appropriate level of care


• Document all interactions accurately in the electronic health record (EHR)


• Coordinate care with physicians, care managers, pharmacies, and other healthcare providers


• Escalate urgent or complex cases to appropriate clinical staff per protocol


• Maintain compliance with HIPAA, company policies, and nursing standards


• Meet productivity, quality, and patient satisfaction benchmarks


• Other duties as assigned.

Physical Requirements:

• Occupational Exposure Risk Classification: The normal work routine involves minimal exposure to blood, body fluids or tissues.


• The normal work routine has a frequent ergonomic risk for repetitive motion impairment.


• The position may require a moderate amount of physical exertion (bending, lifting, twisting) in the work area.

Required Qualifications:

• Minimum 1–2 years of clinical nursing experience (acute care, primary care, or triage preferred)


• Prior call center, telehealth, or utilization management experience preferred


• Certificate or Professional License:
  
  
  
  • Active, unrestricted RN or LPN Indiana license (state requirements apply)
  
  
  • CPI (Crisis Prevention Intervention) - certification must be obtained after hire and prior to providing direct patient care. This certification must be maintained and kept current through employment.
  
  
  • BLS (Basic Life Support) and First Aid - certification must be obtained after hire and prior to providing direct patient care. This certification must be maintained and kept current through employment.
  
  
  
  


• Must be a minimum 21 years of age

Promise of Equal Opportunity and Fostering a Fair and Respectful Workplace:

Bowen Health is an equal opportunity employer committed to fostering an inclusive, diverse and respectful workplace. We comply with all applicable laws, including the ADA and OSHA regulations, and provide reasonable accommodation for qualified individuals with disabilities. Safety is a priority for all employees.

Bowen Health prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or other protected statuses. Bowen Health is dedicated to creating opportunities for all employees to thrive and support our mission of compassionate care.