Medical Call Center Nurse Job Description [Updated for 2025]

In the evolving world of healthcare, the role of Medical Call Center Nurses has become increasingly critical.

As the medical field advances, the demand for skilled professionals who can manage, direct, and provide healthcare services over the telephone continues to grow.

But let’s delve deeper: What’s truly expected from a Medical Call Center Nurse?

Whether you are:

• A job seeker trying to understand the core responsibilities of this role,
• A hiring manager drafting the perfect candidate profile,
• Or simply curious about the dynamics of being a Medical Call Center Nurse,

You’ve come to the right place.

Today, we present a customizable Medical Call Center Nurse job description template, designed for easy posting on job boards or career sites.

Let’s dive right in.

Medical Call Center Nurse Duties and Responsibilities

Medical Call Center Nurses provide patient care and health education over the phone.

They use their specialized medical knowledge and clinical judgment to direct patients to the appropriate level of care.

They also assist with telemedicine services and provide patient education.

Their duties and responsibilities include:

• Answering phone calls and responding to patient inquiries regarding health concerns
• Assessing patient health status using a predetermined protocol
• Directing patients to the appropriate healthcare service or professional
• Documenting patient interactions and care provided in the medical record
• Providing health education and self-care advice to patients
• Coordinating follow-up care and referrals as necessary
• Reporting critical or high-risk patient information to physicians or appropriate personnel
• Participating in quality improvement activities and staff meetings
• Maintaining confidentiality of patient information according to legal requirements and medical ethics
• Keeping up-to-date with the latest medical information and technologies

 

Medical Call Center Nurse Job Description Template

Job Brief

We are seeking a dedicated and experienced Medical Call Center Nurse to join our team.

As a Medical Call Center Nurse, you will be responsible for providing telehealth nursing services, patient education, disease management, and care coordination via telephone or online communications.

Our ideal candidate is a compassionate professional with excellent communication and interpersonal skills, who can deliver high-quality patient care remotely.

 

Responsibilities

• Manage high volume of inbound calls in a timely manner
• Provide telephonic triage and nursing advice to patients
• Assess patient health problems and needs, and develop and implement nursing care plans accordingly
• Advise patients on health maintenance and disease prevention
• Maintain accurate, detailed reports and records
• Consult with physicians and healthcare professionals as needed
• Document patient’s symptoms and medical history for the physician
• Ensure strict compliance with federal and state regulations and company policies

 

Qualifications

• Registered Nurse (RN) or Licensed Practical Nurse (LPN) certification required
• Previous experience in telehealth or call center environment preferred
• Excellent verbal and written communication skills
• Strong computer skills, and proficiency in electronic medical records systems
• Ability to handle stressful situations and difficult patients professionally
• Strong knowledge of nursing procedures and practices
• Ability to maintain patient confidentiality

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Continuing education opportunities

 

Additional Information

• Job Title: Medical Call Center Nurse
• Work Environment: This is a remote position with an occasional requirement for onsite meetings.
• Reporting Structure: Reports to the Nursing Supervisor or Medical Director.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $52,000 minimum to $85,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Medical Call Center Nurse Do?

Medical Call Center Nurses, also known as Telehealth Nurses, work in a fast-paced environment, handling a variety of patient calls.

They work for healthcare institutions, insurance companies, or for independent call centers that provide healthcare services.

They handle inbound and outbound calls, providing health advice, triage services, and patient education over the phone.

They listen to the patient’s symptoms, ask relevant questions to determine the severity of the condition, and provide appropriate healthcare guidance.

These nurses use their clinical knowledge to assess the patient’s health condition, offer immediate care advice, or direct the caller to the nearest health facility if necessary.

They also provide information about medication side effects, medical procedures, or preventive health care measures.

Medical Call Center Nurses also coordinate with healthcare providers and insurance companies to ensure that patients receive the care they need in a timely manner.

They document all call details accurately for future reference and follow up with patients as needed.

In emergency situations, they might guide the caller through necessary procedures before medical help arrives.

In addition, they are responsible for calming anxious callers, explaining complex medical information in a way that is easy to understand, and providing emotional support when necessary.

They also have a role in public health, providing information about disease outbreaks, vaccination campaigns, and general health promotion activities.

They may also participate in training sessions to keep abreast of the latest medical advancements and call center technologies.

 

Medical Call Center Nurse Qualifications and Skills

A proficient Medical Call Center Nurse should possess a unique blend of clinical knowledge, communication skills, and technical abilities, such as:

• Strong clinical knowledge and experience to accurately assess and triage patient symptoms over the phone.
• Exceptional communication skills to effectively interact with patients, their families, and other healthcare professionals. They must be able to explain medical terms and conditions clearly to non-medical individuals.
• Excellent listening skills to understand patient needs and provide appropriate advice and support.
• Strong computer skills to document patient interactions, navigate electronic medical records, and use specialized call center software.
• Highly developed problem-solving skills to analyze patient descriptions, identify potential health issues, and recommend the next steps for care.
• Empathy and compassion to understand and respond to patients’ emotions and needs.
• Ability to multitask, managing multiple calls and tasks simultaneously without compromising the quality of service.
• Knowledge of medical privacy laws and ethical guidelines to ensure patient information is handled confidentially and respectfully.
• Ability to work under pressure and manage stress, as they often deal with patients in urgent or emergency situations.
• Continuous learning and adaptability to keep updated with the latest medical information, guidelines and call center technologies.

 

Medical Call Center Nurse Experience Requirements

Entry-level candidates for a Medical Call Center Nurse role typically require a minimum of 1 to 2 years of nursing experience, often gained through internships or part-time roles in hospitals or clinics.

This role also requires a valid nursing license.

These professionals might also gain relevant experience in roles such as Staff Nurse, Clinical Nurse, or other healthcare-related roles.

The practical experience in patient care and medical procedures is critical in understanding the nature of calls they will handle in the call center.

Candidates with more than 3 years of nursing experience often have developed their clinical knowledge and skills in hospitals or clinics.

They are also expected to have good communication skills, as they will be interacting with patients over the phone.

Those with more than 5 years of experience and advanced nursing degrees, such as a Master’s in Nursing or a Nurse Practitioner degree, may have had some leadership experience in their background and might be considered for supervisory or managerial roles within the medical call center.

They should also have experience in medical triage, as they may need to prioritize calls based on the severity of the patient’s condition.

 

Medical Call Center Nurse Education and Training Requirements

Medical Call Center Nurses typically must have a Registered Nurse (RN) or Licensed Practical Nurse (LPN) license.

This requires the completion of a nursing program, which can be a diploma program, an associate’s degree in nursing (ADN), or a Bachelor of Science in Nursing (BSN).

After completing their education, nursing candidates must pass the National Council Licensure Examination (NCLEX-RN or NCLEX-PN) to obtain their nursing license.

In addition to a nursing license, experience in a clinical setting is often required, as Medical Call Center Nurses must be able to provide accurate medical advice over the phone.

Some employers may require or prefer nurses to have specific certifications, such as Advanced Cardiac Life Support (ACLS), Pediatric Advanced Life Support (PALS), or Certified Telephone Nurse Specialist (CTNS).

Nurses working in a medical call center should also have strong communication skills and the ability to handle stressful situations, as they often provide advice to patients in emergency situations.

Ongoing education and training may be required to stay current with the latest medical procedures and treatments, and to maintain nursing licensure.

 

Medical Call Center Nurse Salary Expectations

A Medical Call Center Nurse can expect to earn an average salary of $67,600 (USD) per year.

The actual income may vary based on factors such as years of nursing experience, additional qualifications, and the location of the healthcare organization.

 

Medical Call Center Nurse Job Description FAQs

What qualifications does a Medical Call Center Nurse need?

A Medical Call Center Nurse should have a valid registered nursing (RN) license.

Many positions also require a Bachelor’s of Science in Nursing (BSN) degree.

Additionally, experience in a healthcare setting, such as a hospital or clinic, is usually beneficial.

Some roles may require specific experience or certifications in areas like pediatrics, emergency care, or chronic illness management.

 

What skills are important for a Medical Call Center Nurse?

Being a Medical Call Center Nurse requires strong communication skills, as they must accurately convey medical advice over the phone.

They should have excellent problem-solving skills to help them assess patient symptoms and provide appropriate guidance.

Empathy, patience, and the ability to handle stressful situations are also essential.

They must have strong knowledge of medical procedures and terminology, as well as good computer skills to enter data and use call center software.

 

What are the daily duties of a Medical Call Center Nurse?

A Medical Call Center Nurse typically starts the day by checking voicemails and returning calls.

They spend the day answering incoming calls from patients, assessing their symptoms, and providing advice.

They may coordinate with physicians, schedule appointments, and refer patients to appropriate healthcare services.

They also enter patient information into databases and keep records of their interactions.

 

What qualities make a good Medical Call Center Nurse?

A good Medical Call Center Nurse is patient, compassionate, and able to build rapport with patients over the phone.

They have excellent judgment and can make accurate assessments even without a physical examination.

They respect patient confidentiality and are committed to providing accurate, helpful advice.

They are also organized, can multitask, and handle high-stress situations gracefully.

 

Is it challenging to hire Medical Call Center Nurses?

Hiring Medical Call Center Nurses can be challenging due to a nationwide shortage of nurses.

Offering competitive pay, flexible hours, and opportunities for professional development can attract candidates.

It may also be helpful to seek candidates with a background in telehealth or remote patient care.

 

Conclusion

And so, we’ve reached the end.

Today, we’ve delved into the true essence of what it means to be a medical call center nurse.

And what’s the revelation?

It’s not just about answering calls.

It’s about providing crucial support, one patient interaction at a time.

With our comprehensive medical call center nurse job description template and real-world examples, you’re ready to take the next step.

But why limit yourself?

Immerse further with our job description generator. It’s your gateway to meticulously crafted job listings or refining your resume to absolute excellence.

Keep in mind:

Every patient interaction contributes to the larger goal.

Let’s improve healthcare. Together.

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