Call Center Triage Nurse New

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health

Title: Triage Nurse I

Location: Downers Grove, Charlotte, Remote

Role Description

The Triage RN I effectively extends care during and outside of regular Oak Street Health clinic hours by addressing patients’ medical, social, and psychological needs telephonically.

Core Responsibilities

• Provide confident and professional service to OSH patients
• Follow current Prescription Refill policy
• Remain engaged with patients without background distraction.
• Clear and precise documentation while on a call
• Complete documentation for all patient requests prior to ending a call
• Check the CareReq queue and ensure CareReqs are complete
• Complete all tasks or requests that are within the scope and ability of the role
• Schedule appointments for patients that may be off-cadence or are requesting an appointment
• Arrange transportation for clinic visits
• Aware of organizational goals and visibly strives to meet departmental metrics
• Other duties as assigned
  
  

Career Development Opportunities

The career path from Triage RN I to Triage RN II includes:

• A minimum tenure of 6 months in the Triage RN I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Introductory learning of all the skills and working toward meeting “Exceptional” performance metrics for all job skills:
• Average Unavailable Time
• Average Handle Time
• Average Calls per Hour
• Quality Metrics
• Care Req Reduction as assigned
• CET (Clinical Escalation Tracker) Management as assigned
• Demonstrate proven reliability and satisfactory attendance
  

The progression path from Level I to Level II positions within the Triage RN team is a structured path that encourages nurses to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

Remote Work Requirements

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
• https://www.oakstreethealth.com/locations
• Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment
  

What are we looking for?

• Active, non-probationary state Registered Nurse license in all states of OSH practice
• Proactive maintenance of licenses without prompt or audit
• Ability to manage time and work autonomously with consistent reliability
• High-level of conscientiousness
• Focus on delivering an Unmatched Patient Experience on every call and interaction
• Motivated to complete all CE (Continuing Education) and licensure requirements without being prompted
• Ability to work flexible shifts outside of core business hours, such as evenings, weekends, and holidays
• US work authorization
• Someone who embodies being “Oaky”
  
  

What does being “Oaky” look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined
  
  

Why Oak Street Health?

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Oak Street Health Benefits

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter
  
  

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The Typical Pay Range For This Role Is

$32.01 - $68.55

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great Benefits For Great People

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
  
  

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/17/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.