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Average call time

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by Emmasmom03 Emmasmom03 (Member) Member

Emmasmom03 has 3 years experience and specializes in Transition nursing and couplet care.

2,395 Profile Views; 95 Posts

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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Jemmy has 7 years experience.

3 Posts; 333 Profile Views

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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Emmasmom03 has 3 years experience and specializes in Transition nursing and couplet care.

95 Posts; 2,395 Profile Views

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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RNlove specializes in Critical Care.

17 Posts; 32 Profile Views

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

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ILoveHorsesRN has 28 years experience as a ADN and specializes in 25 years NICU 4 years Telephone triage.

87 Posts; 915 Profile Views

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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ILoveHorsesRN has 28 years experience as a ADN and specializes in 25 years NICU 4 years Telephone triage.

87 Posts; 915 Profile Views

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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RNlove specializes in Critical Care.

17 Posts; 32 Profile Views

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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ILoveHorsesRN has 28 years experience as a ADN and specializes in 25 years NICU 4 years Telephone triage.

87 Posts; 915 Profile Views

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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RNlove specializes in Critical Care.

17 Posts; 32 Profile Views

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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ILoveHorsesRN has 28 years experience as a ADN and specializes in 25 years NICU 4 years Telephone triage.

87 Posts; 915 Profile Views

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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