Nurses who work in call centers

[ice_orange]

please share your experiences in working as a call center agent...

[dave787]

a lot of nurses worked in the callcenter . there are calcenter who handle medicl field also. somewer in makati

[Fonenurse]

Hello ice_orange, what did you want to know?

I walked in a call center for 6 years doing triage. It was hard work, with an unrelenting pace but great colleagues and I learned a lot from them and my patients. What do you want to know about working in a call center?

Try looking at this forum for more information https://allnurses.com/forums/f51/

[ice_orange]

i see. i just want to know about the working conditions that people who work there experienced. it's good that your job was doing triage, you still practice the profession.

[suzanne4, RN]

Also you need to be aware of the service area that you are covering. And if it happens to cover the US, then you actually need to hold a license for every state that you will be taking calls for.

[Fonenurse]

i see. i just want to know about the working conditions that people who work there experienced. it's good that your job was doing triage, you still practice the profession.

I worked for a national company that just covered the UK. Our shifts were 8 or 10 hours in length. We 'hot-desked' which meant that we used the next available desk when we came on duty. We were expected to enter a code into the telephone to let our managers know every time we left our desk to go to the toilet or get a drink... our performance was monitored every minute of every day and we were expected to meet regular targets for triage outcomes and time of call length etc.

Is this the sort of information you were after?

[Lorodz]

hi ice_orage, i worked in a call center before. But i was only doing that because our NLE results took at least 3 months for the PRC to release.

While waiting for the results i tried to find work for extra cash, i was able to find work in a local call center. Our account is mandated by Americans with Disabilities act specifically for the deaf. Our account makes telephone communications possible with the deaf people.

Pay is VERY VERY good i earn umm 3x more than what the local nurse does! and working condition is excellent. Unlike any other call centers which receives calls from irate customers, our account is very relaxing, we serve as a relay person to the hearing person and vice versa- we only act as a "transparent person".

During the relay process, the operator (us) should be as aloof/ detached to the conversation as possible, but also we need to speak with emotions, but being human, its hard to do that especially if both parties talk about something that you can relate with (family problems etc.) that's why some operators press the mute button and cry in the middle of a call, or sometimes we can flag a supervisor and inform them that we can't handle the call and we can be excused and proceed to a venting room.

Work in the relay is very rewarding and great, at the end of the day i feel so satisfied knowing that i was able to help a deaf person.

When the nursing results we're out, i have to quit working there because i want to pursue my career as a nurse.

you planning to work in a call center?

[ice_orange]

yeah, thanks!:wink2:

[nxt777]

have you heard of telephonic case management? its now here in manila. anybody who does this job?

[Ginger's Mom, MSN, RN]

I would find it very hard to telephonic case management since being a case manager you need to know local resources, for example which VNA provides the best services, which DME company makes deliveries on time, which pharmacy has certain medicine in stock.

Also you need to be licensed in the state you are calling. You have to know what state you are calling.

My insurance outsources their case managers to another state and the program is not well recieved.

[nxt777]

i heard its under an insurance company.

[lola1985]

hi lorodz.. hmmm im planning to work in this call center.. Can u please tell me where it is? and some details PLEASE.. PLEASE.. thank you.