Full Job Description
Role Description
The clinical call center is an extension of our centers both during and after business hours, operating 24/7, 365 days a year to meet the needs of all patients. The call centers are located in Oak Brook, IL and Charlotte, NC. Clinical call center nurses (RNs and LPNs) are an important part of our success. High levels of flexibility, energy, attention to detail, and problem solving are required to be successful. You will be expected to perform telephone triage, documentation in the EMR, support clinical call center nurse decision making, and generally coordinate all clinical and auxiliary services needed to provide a high quality health care experience.
This team member is also expected to spend approximately 50% of their time supervising the call center nurses.
Core Responsibilities:
Supervise nurses and oversee execution of daily clinical workflows, including clinical staff scheduling and work assignments
Collaborate with Call Center Leadership on operational initiatives, performance management of clinical staff, providing feedback, coaching, and mentoring
Audit team's documentation and review clinical decision making to ensure excellent delivery of patient care
Telephone support and triage for patients, scheduling problem visits or nurse visits when appropriate, offering symptom management, supporting refill requests and answering visit follow-up questions
Provide patient education, particularly around chronic conditions
Provide staff education, in coordination with provider teams, to ensure proper roll-out of new clinical policies, procedures and best-practice literature
Oversee maintenance of certifications and licensure, including continuing education requirements
Forming relationships with patients and their caregivers to support prevention focused care and ED/ hospital diversion, where appropriate
Deliver an exceptional patient experience through service, responsiveness and care, including addressing customer complaints
Other duties as assigned
What we're looking for
We're looking for motivated Registered Nurses with:
A minimum of 2-years of supervisory experience
Registered Nurse (RN) license in good standing with no restrictions required.
Bachelor's degree required
CPR Certification required
EMR experience
2 or more years of healthcare experience working as an nurse, preferably in a primary care office, other outpatient setting, or call center
Fluency in Spanish, Polish, Russian, or other languages spoken by people in the communities we serve (where necessary)
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$80,340.00 - $173,040.00
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.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 08/08/2026
