Role Title: Clinical Call Centre Nurse
Location: Naas Road, Dublin
FTE: Full time
Duration: Permanent
Vhi Health & Wellbeing DAC currently has a full time permanent role for the position of Clinical Call Centre Nurse based in Naas Road.
Our Clinical Call Centre Nurses ensure that every patient contacting the Vhi Clinical Call Centre receives direct and appropriate care and an excellent healthcare experience, by assessing and identifying their needs, following a standardised triage protocol, offering a clinical option or healthcare advice and implementing and monitoring the patient's medical plan and treatment.
To work in other H&W services where the need arises, either to maintain clinical skills or to support the provision of other H&W services.
About us
Our purpose at Vhi is to help our customers and patients live longer, stronger and healthier lives. A big part of delivering this purpose is to create a workplace culture where all colleagues feel connected, informed and motivated to do their best work. At Vhi, we have a set of shared values that drive the kind of behaviour we want and that will support colleagues to grow, develop and play a key part in our success.
Leading the way in private healthcare, we now offer an extensive range of career options across several specialities within the healthcare space, including in: urgent care, planned care, primary care, health screening, hospital @ home, women’s health, pharmacy, digital health, out of hours emergency dental care, and nurseline 24/7. The efficient running of these services is made possible by our teams of highly skilled healthcare professionals.
What we offer:
As a member of the Vhi team, you will receive a comprehensive benefits package, which includes:
- Competitive salary
- Annual bonus
- Pension
- Health insurance for you and your family
- Income protection in the event of illness
- Hybrid working model
- Ongoing training and development
- Sports and social club
What will you do:
- Ability to work a flexible 24/7 work schedule to care for Vhi members.
- Demonstrate the ability to follow the clinical call center nursing process and to employ independent clinical decision making, where required.
- Provide triage including phone triage of patients health status using designated protocols.
- Evaluate and prioritise patients using the clinical decision support software and professional judgment.
- Provide advice, treatment and signpost patients to the most appropriate facility.
- Act as the first clinical point of contact for day-day clinical call center operations.
- Work with and provide support to non-clinical colleagues as part of a Clinical Call Center Team.
- Maintain nursing skills via rotation through all nursing departments within Vhi.
- Act as a patient advocate by communicating their needs and concerns to appropriate resources.
- Initiate written follow up communication for each encounter on the patients electronic health record (EHR).
- Respond to patients requests for physician referral and/ or urgent care appointment.
- Maintain professional growth while developing and maintaining good working knowledge of Vhi policies, procedures, protocols and guidelines.
- Participate in clinical audits as part of overall service quality program.
- Participate in Vhi’s educational and training needs.
- Demonstrate evidence of Continuous Professional Development (CPD).
- Establish personal and professional goals.
- Demonstrate a positive response in the work environment.
- Maintain a high level of motivation with ability to be self-directed.
- Provide an excellent level of patient care and patient experience.
- Interact with patients, physicians, and all internal and external services in a courteous manner.
- Demonstrate respect for individual, cultural and social differences.
- Maintain confidentiality of information regarding patients, physicians, co-workers.
- Support project work in the development of new initiatives within the service.
- Train other staff/ new joiners when required.
- Perform other duties as assigned.
What will you need to be successful:
- Must be registered on the General Division of the live register of nurses kept by the Nursing and Midwifery Board of Ireland.
- Minimum 2 years’ experience working in an acute hospital environment within the last 5 years is essential.
- Emergency department or urgent care experience is desirable.
- Paediatric experience is desirable.
- Contact centre experience is desirable.
- Exposure to Electronic Health Record (EHR).
- Exposure to Clinical Decision Support System (CDSS).
- Excellent customer service with strong interpersonal and communication skills.
- Excellent planning and organisational skills with ability to prioritise appropriately.
- Work effectively with the Clinical Call Centre and all other departments within Vhi to ensure holistic and integrative care is delivered efficiently and effectively.
- Demonstrate alignment with the Vhi values.
Sustainability
At Vhi, we believe that the health of people and the health of the planet are interconnected. That’s why we’re on a journey towards an integrated model of healthcare that puts people and the planet at its heart.
Our Commitment to Inclusion and Accessibility
At Vhi, we are on a continuous journey to build an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, experiences, abilities, and perspectives
We are committed to providing reasonable accommodations at every stage of the recruitment process for candidates with disabilities, neurodivergence, or medical conditions. If you require an accommodation, please contact, and a member of our recruitment team will be in touch via email.
Any information you provide will be treated confidentially within the recruitment team and used solely for the purpose of determining and providing appropriate accommodations during the application and recruitment process.
Vhi is an equal opportunities employer.
Ready to start your journey? Apply now
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Work Location: In person
