Telephone Triage Registered Nurse (RN) 3rd Shift- Onsite

Hospice of the Western Reserve, Inc.; Cleveland (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Tuition Assistance

Retirement benefits

Job summary

Reserve Care seeks a Telephone Triage Registered Nurse (RN) for 3rd shift, onsite at our Cleveland headquarters. The role involves handling escalated calls, triaging patient needs, and providing nursing guidance within the transdisciplinary team. The position supports end-of-life care and comfort.

Qualified candidates will hold an Ohio RN license, show strong triage experience, and excel in communication and empathy. This full-time role offers competitive benefits and growth opportunities.

Qualifications

• Must be a graduate from an accredited nursing program with an Ohio RN license.
• 2–4 years of clinical triage or medical call-center experience.
• 3+ years in hospice, palliative care, home health, or emergency settings preferred.

Responsibilities

• Answer escalated calls from families, hospital staff, and providers to assess care needs and advise appropriately.
• Triage inbound calls for healthcare professionals and families and provide interventions as needed.
• Demonstrate calm, compassionate, expert nursing care during calls.
• Relay updated provider contact information to staff and management.
• Document patient information in the EMR and related systems accurately.
• Provide medical guidance to agents via Five9 in ready status.
• Perform other duties as assigned.

Skills

Triage calls

Nursing assessment

EMR documentation

Communication skills

Medical advice

Team collaboration

Education

Ohio RN license

Tools

Five9

EMR systems

Job description

Telephone Triage Registered Nurse (RN) 3rd Shift- Onsite

Regular Full-Time 40 hrs/wk Headquarters, Cleveland, OH, US

Hospice of the Western Reserve is now Reserve Care. Our new name reflects the full scope of care we provide while honoring nearly 50 years of trusted service. We continue to deliver expert hospice, palliative and grief support with the same compassionate team. When you join Reserve Care, you become part of a legacy that walks alongside patients, families and communities with guidance and meaningful support during life’s most important moments.

THIS POSITION WILL BE LOCATED AT OUR HEADQUARTERS IN CLEVELAND, OHIO. THE SCHEDULE IS 8:00P-8:30A

JOIN US IN MAKING THE MOST OF EVERY DAY!

Reserve Care operates in celebration of the individual worth of each life, we strive to relieve suffering, enhance comfort, promote quality of life, foster choice in end-of-life care and support effective grieving.

WHY US?

We believe that our success starts with our greatest asset: OUR EMPLOYEES!

We live our shared core values in everything we do:

COMPASSION. EXCELLENCE. EQUALITY. INTEGRITY. SERVICE. STEWARDSHIP.

We have a passion for purpose driven work! Do you?

JOIN OUR FAMILY!

Our Clinical Agents provide prescribed medical treatment and personal care services to terminally ill persons in collaboration with the transdisciplinary team in a variety of settings. Coordinate the implementation of the Plan of Care for each patient utilizing the Nursing Process.

WHAT YOU WILL DO:

• Answer escalated calls from families, hospital staff, nurses’ pharmacies, patients etc. and providers to begin assessing situation and gaining understanding of the patients' specific care needs and begin advising care.
• Triage inbound calls for multiple health care professionals and families and provide intervention (be it advise or dispatch)
• Demonstrate calm and attentive presence, expert administration of care and a unwavering spirit of compassion
• Responsible for relaying updated or new provider contact information to staff and management.
• Accurately document inbound/outbound patient information in agency’s EMR and associated systems
• Provide a next level medical advice to supporting agents by being in a ready status in the Five9 system to assist.
• Perform other duties as assigned

SUCCESS CAPABILITIES:

• High School Diploma or Equivalent required.
• Graduate from an accredited school of professional nursing or a school accepted for candidacy status from an accrediting body. A Registered Nurse License (RN) in the State of Ohio
• 2-4 years of clinical support of triage or call experience in medical setting
• Prefer a minimum of 3 years recent clinical experience in a physician’s office, hospice or palliative care work, home health, critical care and or emergency room
• Relevant experience includes direct patient triage, clinical phone triage, demonstrated excellence in clinical assessment using nursing process, or adult/pediatric nursing care in a physician or hospital setting
• Excellent verbal and written communication skills
• Excellent clinical judgment and decision-making skills
• Ability to adapt to effectively handle stress and difficult situations
• Ability to work with minimum direction and supervision
• Strong attention to detail
• Ability to work in a team environment
• Proven ability to demonstrate excellent and strong empathic phone and verbal communication with active listening skills; necessary for customer focus and adapting to varying personality types
• Ability to multitask, set priorities and mange time effectively; ability to listen, type and update records simultaneously
• Proficient with computers
• Familiar with EMR systems and practices

DETAILS:

• Total Rewards Package to include Retirement, Health, Dental, Vision, voluntary benefits and Corporate Discounts
• Tuition Assistance

CONDITIONS OF EMPLOYMENT:

• Compliance to Annual Flu Shot Policy or ability to provide exemption documentation
• Provide an active auto insurance policy as a licensed driver in the State of Ohio with the proper level of coverage as directed
• Provide an active driver’s license
• Ability to provide proof of eligibility to work in the United States.
• High level of integrity, ethics and professionalism.

NOTE: The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants who may need reasonable accommodations to complete the application process may contact:

Reserve Care is an Equal Opportunity Employer - we recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.