Call Center Nurse (RN-BSN) - Remote

As a Call Center Nurse (RN-BSN) at MPF Federal, your primary responsibilities include triaging symptoms by assessing callers using evidence-based protocols, delivering immediate care advice with confidence, and offering health education on chronic condition management and medications. Additionally, you'll handle behavioral health, emergency, and complex calls with empathy, document interactions in our EHR, and collaborate closely with a supportive team of fellow remote RNs. This role is vital in ensuring our clients receive the guidance they need during challenging times.

To qualify for the Call Center Nurse (RN-BSN) position at MPF Federal, you must have at least 5 years of recent hands-on acute care experience, preferably in ER or Med-Surg, and a current Compact RN License in good standing. A BSN degree from an accredited American university is essential. Additionally, familiarity with multi-screen computer systems, a calm demeanor, strong clinical judgment, and the ability to provide phone-based care are critical competencies for success in this role.

While telehealth experience is not explicitly required for the Call Center Nurse (RN-BSN) role at MPF Federal, it is considered a significant asset. Candidates with past experience in telehealth, triage, or call center nursing may have an advantage. The primary focus is on your ability to deliver effective care via telephone, applying clinical judgment and empathy while assisting military families in navigating their healthcare needs.

MPF Federal offers a comprehensive training program for new hires in the Call Center Nurse (RN-BSN) role. This training typically lasts approximately 6 weeks and is conducted Monday through Friday from 8:00 AM to 4:30 PM. During this period, you will be equipped with the essential skills and knowledge needed to thrive on the Nurse Advice Line, ensuring you are fully prepared to support our military families with confidence and care.

MPF Federal provides an attractive benefits package for Call Center Nurses (RN-BSN). Along with a competitive starting pay of $35/hour, you can expect additional evening, night, and weekend differentials for your shifts. Other perks include the convenience of remote work, paid time off, holiday pay, and medical benefits. Our supportive work environment and commitment to employee growth help make MPF Federal an outstanding place to advance your nursing career.

To effectively prioritize tasks as a Call Center Nurse, I focus on the urgency and needs of each caller. Assessing the severity of their symptoms quickly helps me classify calls accordingly. I utilize active listening to identify critical issues and calmly provide care advice based on the protocols available. Being organized, maintaining detailed charts, and collaborating with my team ensure we meet quality and time goals efficiently.

Certainly! In my previous role, I once dealt with a caller presenting with severe anxiety and health concerns. The individual was distressed and required immediate guidance. I employed active listening to reassure them while carefully assessing their symptoms. Utilizing my emotional intelligence, I provided calm, structured advice and connected them with additional mental health resources. The positive feedback I received afterward reinforced my passion for providing compassionate care.

In a high-volume call environment, I focus on clarity, brevity, and accuracy in my documentation as a Call Center Nurse. I use standardized formats to capture essential information quickly and ensure I’m familiar with the electronic health record system to speed up the process. I also make it habit to document critical interactions immediately after the call to minimize neglect and improve compliance.

Empathy is crucial when triaging calls as a Call Center Nurse. I make it a point to use compassionate language and tone during interactions, actively listen to the caller's concerns, and validate their feelings. By establishing a connection and creating a supportive environment, I ensure callers feel heard, respected, and understood, even from a distance. This approach helps build trust, essential in remote healthcare.

To stay updated with advancements in telehealth and triage nursing, I actively engage in professional development. This includes participating in relevant online courses, webinars, and conferences. I also subscribe to healthcare journals and join professional nursing organizations to access the latest research and guidelines. Continuous learning allows me to provide the best care for my patients and enhances my skills as a Call Center Nurse.

Technology plays a pivotal role in modern nursing, and I have extensive experience with it. In my previous roles, I worked with electronic health records, scheduling systems, and telehealth platforms. I am comfortable navigating multi-screen computer systems, ensuring efficiency while assisting patients. Adaptability in using technology enables me to enhance communication and provide timely care, crucial in a remote setting as a Call Center Nurse.

One of the most challenging aspects of being a Call Center Nurse is managing emotional stress while providing care from a distance. It can be tough to witness a caller's distress without physical presence, making it crucial to remain calm and resourceful. Fostering my resilience through self-care practices and leaning on team support helps me navigate such challenges effectively, ensuring I continue to provide high-quality care.

If I receive conflicting information from a caller, I would utilize active listening and ask clarifying questions to understand their situation better. I would calmly guide them through their concerns, providing reassurance and respecting their feelings. It’s essential to assist the caller in synthesizing the information and determining the best next steps, ensuring they feel supported and confident in their care.

I am drawn to work for MPF Federal as a Call Center Nurse because of the organization’s strong mission to support military-connected communities. Being able to leverage my nursing skills while caring for those who have served our country resonates deeply with my values. I believe in providing high-quality care with empathy, and MPF Federal’s commitment to its employees and dedication to making a difference makes it an ideal environment for me to grow.

To manage stress while working remotely, I utilize various techniques such as setting up a structured daily routine, incorporating regular breaks throughout my shifts, and practicing mindfulness techniques like deep breathing and meditation. Having a dedicated workspace also minimizes distractions and keeps me focused. Engaging in physical activity and community activities after work helps maintain my overall well-being as I serve as a Call Center Nurse.