Average call time

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Specializes in Transition nursing and couplet care.

I think my call time is pretty low. I am at about five minutes for the actual call, not including documentation time. I know I go fast, but so many of the calls are about strep or ear infections. There is really only so many questions you can ask. I guess i just feel like that is too low, but since this is a new contract we have not been evaluated yet. I guess I will just have to wait and see.

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We typically have 2-3 nurses taking calls and average about 8-10 minutes including charting. But we get multiple psych calls per day, which can last over 20 minutes sometimes, depending on the severity, child's psych history, and how the parent is handling it.

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Specializes in Transition nursing and couplet care.

Mine is around 5 minutes on an average day. My calls vary widely though and are mostly easy issues like pink eye, strep and stomach flu. So my call time is short on those as they are super easy.

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Specializes in Critical Care.

Is a call center nurse less stressful than being on the floor?

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Specializes in 25 years NICU 5 years Telephone Triage.

Being a call center nurse is not less stressful. It is a different kind of stress. I take 40-50 calls in 8 hours. Back to back, no break. It is very micromanaged. Sometimes you will feel like a 911 operator. Callers tend to be very stressed and/or rude. Staring at a computer screen all day, while you type, listen to the caller and figure out what to do with them following a strict protocol. This type of work is hard on the brain. Lots of multitasking.

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Specializes in 25 years NICU 5 years Telephone Triage.

Oh, and to reply to the original topic, call time should not be the focus. The employer prefers call times as low as possible, but as a nurse we have to make sure we are arriving at a safe outcome.

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Specializes in Critical Care.

Thank you so much for the feedback, @ILoveHorsesRNI always wondered why there is a big turnover rate for call center nurses. I work as a critical care step down unit right now and it can be very stressful and busy. I just wanted to try a different type of nursing away from the bedside.

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Specializes in 25 years NICU 5 years Telephone Triage.

RNLove: Also take into consideration if you do decide to try call center nursing, it is harder to go back to the bedside after a year or so because other employers will usually require 1 year recent experience at the bedside.

PM me once you get to more posts, I think it's 5? We can talk more.

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Specializes in Critical Care.

Thank you. I read a post I’m required to do 15 post. I was thinking to switch to per diem at my other job if I get into a call center just so I don’t completely lose my skills.

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Specializes in 25 years NICU 5 years Telephone Triage.
22 hours ago, RNlove said:

Thank you. I read a post I’m required to do 15 post. I was thinking to switch to per diem at my other job if I get into a call center just so I don’t completely lose my skills.

I just sent you a PM. I think it's just 5 posts, the message went through.

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Specializes in 25 years NICU 5 years Telephone Triage.
On 9/16/2019 at 9:06 AM, RNlove said:

Thank you. I read a post I’m required to do 15 post. I was thinking to switch to per diem at my other job if I get into a call center just so I don’t completely lose my skills.

If you work 32 hrs a week at the call center, you might not want to work on call at all. It's very stressful, different kind of stress

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On 10/1/2019 at 7:21 AM, ILoveHorsesRN said:

If you work 32 hrs a week at the call center, you might not want to work on call at all. It's very stressful, different kind of stress

Hi ILoveHorsesRN

I will have my interview on Tuesday as an Ambulatory Nurse / Advice Nurse w/ KP (Northern CA). After going through your comments, I am more intimidated this time with the job. My friend and I work in the same hospital for over 15 years now. She is starting her training for this position in a couple of months and will leave our current employer because of stress. I will be following her path for that same reason, but, I have been reading a lot about this job because I have not done this kind of nursing job before. I cannot afford to not like this job if I finally choose to leave my current job. I am really confused! I am the breadwinner, I am thinking of not quitting my current job yet and have a second job until I get accustomed to whichever I choose in the end. However, I am already working 32 hours in my current job. I am afraid that this is more stressful that our current job as a bedside nurse.

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