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Sun Life Health
Full Time
Chandler, AZ
Posted Today
Job description

The role of the Call Center triage nurse includes conducting phone triage of family practice and pediatric patients as part of the Sun Life Call Center Team and makes recommendations for care utilizing approved standing orders and protocols under the direction of the Director of Medical Services at Sun Life. Uses critical thinking to follow physician approved protocols for prescription refills, home treatment, and utilizes appropriate physician consultation to work within the scope of practice. Assists patients with scheduling acute or routine appointments, educates patients regarding abnormal test results and/or medical conditions, and explains medical terms and procedures. Demonstrates independent critical thinking with the ability to multi-task and prioritizing work.


  • Projecting empathy, professionalism and a positive image of SLFHC through excellent communication and customer service skills, to support patients/families, facility personnel and SLFHC processes to ensure an excellent experience.
  • The Call Center triage nurse practices as a full partner on the health care team and consistently demonstrates safe practice within the organizational professional practice model.
  • The Call Center triage nurse possesses the knowledge, skills and the attitude to effectively meet standards for competent professional nursing practice.
  • The Call Center triage nurse exhibits SLFHC organizational behavioral competencies which reflect organizational mission, vision, and values.
  • The Call Center triage nurse independently provides patient care through the application of the nursing process and accepts accountability for the nursing care of Sun Life patients with medical concerns.
  • The Call Center triage nurse demonstrates competency with in the domains of Continuous Quality Improvement, Evidence Based Practice and Research, Leadership, Person and Family Centered Care, Professionalism, Safety, Technology/Informatics, and Teamwork.
  • Obtains phone messages off the in-office voice mail, prioritize of urgent/emergent telephone messages are addressed first.
  • For triage calls the Call Center triage nurse will review the most current appointment noted, and review the most recent phone calls and take appropriate steps to address the patients concerns.
  • Follow up with patient by telephone to address patients questions/issues in a professional and compassionate manner.
  • If a medication refill is needed, verify the type of medication and the preferred pharmacy in order to complete the refill request. However, if the patient is due for a yearly exam, an appointment must be scheduled and only 1 refill is given.
  • All this verbal correspondence must be documented in the electronic medical record
  • Assist in providing patient education and counseling.
  • Assist with scheduling of appointments as needed per triage assessment.
  • Occasionally assist providers with patient exams and procedures if needed.


  • Registered nurse (R.N.) with valid state license
  • BSN degree preferred
  • One year of nursing experience as an RN
  • Current Cardiopulmonary Resuscitation (CPR) Health Care Provider Level

Location: 1864 E Florence Blvd Ste. 2, Casa Grande, AZ 85122

Job Type: Full-time

Work Location: Multiple Locations

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