Registered Nurse - Triage Call Center

Veterans Health Administration

Lexington (KY)

On-site

USD 71,000 - 138,000

Full time

6 days ago

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Job summary

Veterans Health Administration in Lexington, KY seeks an experienced Registered Nurse for the Daytime Clinical Call Center. The role focuses on virtual care delivery to Veterans, with in-person staffing requirements and no telework.

You will triage calls, provide nursing assessments, educate patients, and coordinate care across VISN 9 facilities. The position requires collaboration with an interdisciplinary team, documentation in CPRS/CRM, and adherence to Emergency Preparedness plans.

Qualifications

US RN license required and in good standing.
Experience triaging clinical calls and coordinating care.
Proficient in CPRS/CRM documentation and patient records.
Strong communication and customer service skills.

Responsibilities

Provide and supervise direct patient care via nursing process for telephone assessments.
Triage clinical calls and disposition patients per protocols.
Document encounters accurately in CPRS/CRM and report events per policy.
Collaborate with interdisciplinary teams and follow Emergency Preparedness protocols.

Skills

Nursing assessment

Patient education

Clinical communication

Team collaboration

Tools

CPRS

CRM

CLEAR Protocols

VHG

Job description

Department: Department of Veterans Affairs

We are seeking a dedicated and experienced Registered Nurse (RN) to join our Daytime Clinical Call Center. This role involves providing high-quality, virtual care to Veterans, focused on promoting health and preventing illness. This position is not remote or authorized for telework. The individual will be required to be on station.

Key Responsibilities

As a Registered Nurse in the Daytime Clinical Call Center, you will be responsible for providing and supervising direct patient care through the nursing process, including assessment, planning, implementation, and evaluation tailored to age-specific needs.

You will coordinate patient care with an emphasis on education, self-management, and ensuring customer satisfaction across the continuum of care while adhering to established policies, guidelines, and procedures to maintain compliance and quality standards. The role requires effective collaboration with interdisciplinary team members to influence care outcomes, demonstrating leadership and innovative approaches when managing complex patient care scenarios.

You will demonstrate proficiency in practice through conscious and deliberate planning of complex medical issues that patients present with over the phone. Excellent communication and customer service skills will be essential, along with the ability to perform assessments using critical thinking via telephone consultations.

Your duties will include triaging all clinical calls related to new symptoms or changes in condition using VHG/CRM/CLEAR Internet-Based Protocols, with Briggs protocols as a backup during computer outages, throughout the Medical Centers and Community-Based Outpatient Clinics (CBOCs) in VISN 9. You will appropriately disposition patients per protocol and network with PACT RNs for handoffs as necessary across all VISN 9 facilities.

Additionally, you will document all patient contacts in CPRS and CRM, and enter encounter/workload captures according to policy. You will be responsible for reporting unusual occurrences and adverse events, as well as documenting patient encounters accurately in the electronic health record. During public health emergencies and natural disasters, you will provide consistent care and implement the Emergency Preparedness Plan, ensuring seamless and continuous care.

The Call Center may transition to the VISN 9 Clinical Contact Center in the near future, extending services to Veterans throughout the VISN 9 Medical Centers and their associated community-based outpatient clinics.

VA offers a comprehensive total rewards package: VA Nurse Total Rewards Pay: Competitive salary, regular salary increases, potential for performance awards Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Licensure: 1 full and unrestricted license from any US State or territory Pay Scale: NF23 Work Schedule: Administrative Day Tour of Duty, such as, 0800 to 1630 Telework: Not available Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

Which agency is hiring for this position?

This position is with Veterans Health Administration, Department of Veterans Affairs.

What is the salary for this position?

The posted pay range is $71176 - $137765/yr.

What security clearance is required?

This position requires a Other security clearance.

What is the application deadline?

Applications close on 2026-09-28.

Who is eligible to apply?

This position is open under the 'Fed Internal Search' hiring path.