Nov 19, 2021

Advice Line Representative *Non-Nurse Role* *$1,000 Sign-On Bonus*

  • Providence
  • Brea, CA, USA

Job Description

We are looking for a Nurse Advice Line Representative for the Nurse Advice Line at Heritage Healthcare.

Location: Brea, CA

Work Schedule: Part time - 48 Biweekly Hours

Shift: 8-hour, Days

Job Summary:

Under the direction of the Supervisor, Nurse Advice Line, the Nurse Advice Line Representative for the Nurse Advice Line is responsible for the management of incoming Nurse Advice calls. Provides clerical functions which support the Nurse Advice Line staff and management. Refers callers to community resource, health class, and/or physician referral when necessary.

Essential Functions:

  • Answers telephone inquiries regarding caller and/or patient needs in an efficient manner.
  • Record significant health information as provided by the caller.
  • Document all communications for medico-legal and statistical purposes by performing data entry at the time of inquiry.
  • Perform quality call management per departmental time and productivity standard.
  • Coordinate incoming call flow to nurse operators as appropriate.
  • Conduct outbound calls as appropriate for the following purposes:
  • Follow up contact for care management.
  • Market research.
  • Health survey.
  • Outcomes survey.
  • Satisfaction survey.
  • Conduct health questionnaire of 100% callers and route calls appropriately per departmental policy.


  • Basic MS Word, Windows, Excel knowledge required.
  • Ability to access and share community resource information with callers.
  • Knowledge of physical and psychological characteristics of illness and medical terminology.
  • Ability to work collaboratively on a team.
  • Excellent interpersonal, verbal, and written communication skills.
  • Ability to work independently.
  • Excellent organizational skills.
  • Ability to work effectively under pressure due to changing priorities, interruptions, high and low census, payor demands, and discharge planning demands.
  • Ability to demonstrate leadership skills in facilitating constructive change.
  • Knowledge of community resources, preferred.
  • Proficient in Microsoft Suite Applications, Excel and Email Systems preferred.
  • Medical Terminology knowledge.
  • Bilingual English/Spanish communication skills.

Minimum Position Requirements

Education: H.S. Diploma or GED

Experience: Basic MS Word, Windows, Excel experience.

Preferred Position Qualifications:

Education: Associate's Degree


  • 2 years experience in a Health care environment.
  • Experience with multiple line telecommunication system.

Mission Heritage Medical Group is one of California's most respected medical groups. With over 3,000 employees and 75 locations throughout California, including, Northern California, Orange County, High Desert and Los Angeles County, Mission Heritage Medical Group has been continually recognized as a leader in quality, customer service and information technology. This kind of success is the result of team work, a commitment to excellence and a strong adherence to the organization's mission, vision and values. Mission Heritage Medical Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mission Heritage Medical Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Company: Heritage Healthcare

Category: Advice Nursing

Req ID: R335049