Call Center Nurse

About the role

• Title: Call Center Nurse I
• Location: Overland Park, KS
• Duration: 8+ Months

Job details

Primary purpose and function of this position

The purpose of the Call Center Nurse is to provide education and support to individuals inquiring about products produced and supported by Patient Services. The Call Center Nurse will also function as a resource for non-clinical associates who triage inbound calls, record patient data, support sponsored programs and initiatives.

Major duties and responsibilities that are critical and necessary, and that must be completed to achieve this position's overall objective:

Years of experience required

• 2 years' nursing experience combined with at least 3 years of other clinical experience.

Specific type of experience required

• Computer literacy and good keyboard skills
• Active Kansas RN license is required.

% of Time:

• Receives and makes calls to individuals regarding products produced and supported by Patient Services 50%
• Supports patients through education and setting of proper expectations of treatment 20%
• Documents all calls to meet the requirements of management, regulatory and compliance 20%
• Works on special projects as required 10%

Core competencies (five or six) that an incumbent needs to be successful in this position and that distinguish this position from others similar to it:

Business Understanding

• Has strong product knowledge
• Is aware of major issues or problems with customers
• Uses thorough knowledge and understanding of regulatory and company policies and guidelines for pharmaceutical education
• Has good clinical knowledge about assigned disease states

Communication

• Communicates clearly and succinctly, in person, by telephone and e-mail
• Listens to hear and understand; clarifies and confirms as appropriate
• Probes for understanding
• Communicates and demonstrates values and philosophies of the organization

Interpersonal

• Builds rapport and cultivates relationships with others, especially patients
• Exhibits appropriate sensitivity to feelings of others
• Interacts effectively with people with diverse styles
• Demonstrates maturity, especially by remaining calm when under pressure and coping with ambiguity
• Consults supervisors or asks for guidance when appropriate
• Develops reputation and is honest, credible, reliable, trustworthy
• Treats people with dignity and respect
• Follows up and responds in a timely manner

Leadership

• Is committed to doing what is right for the company at all times
• Demonstrates appropriate judgment and ability to make decisions
• Adapts to change in a positive manner

Planning and Organization

• Displays a strong sense of urgency
• Works effectively in a multi-task environment
• Uses good time management skills

Problem-Solving

• Uses solution-oriented approach and proficient problem-solving skills
• Provides open and honest communication during the problem-solving process

Teamwork

• Shares ideas, information and suggestions among team members
• Provides back-up and support to other team members

Qualifications necessary to perform successfully in this position

• Education required: Registered Nurse (BSN or RN); valid nursing license in Kansas
• Education preferred: BSN

Qualifications & Requirements

Education preferred: BSN