Hiring an RN for the Call Center

When it comes to healthcare call centers, the knowledge and experience nurses possess make them an obvious choice for hire. Even so, there can be challenges involved, and it doesn’t always work out as hoped. Why is that?


It is important to consider that nursing and call centers are in two completely different fields. Nursing is in the medical profession while call centers are in the communications profession (yes, even healthcare call centers). An amazing nurse does not guarantee a great call center agent.


Nurses are highly educated, driven and accomplished professionals, and it isn’t uncommon for them to underestimate the challenges of being a call center agent.


To help address this, I suggest asking the RN applicant during the interview process this simple question: “Are you prepared to learn a new skill?” The reaction to this question can say much about an applicant’s understanding of what they are getting into, as well as their willingness to learn and take direction once in their new role.


The BCI training and monitoring program works with both non-clinical and clinical call-centers. Let us show you what the future of healthcare call-center training looks like.