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Telenurse - Healthlink BC Burnaby or Langley, BC

2 months ago

Langley, Canada Provincial Health Services Authority Full time

TeleNurse

HealthLink BC

Burnaby, BC

Are you looking for a change? Have you been interested in learning more about Telenursing?

The telenurse is responsible for providing safe, competent and ethical telehealth nursing in accordance with HLBC mission, strategic plan, legislative requirements, operational policies and clinical guidelines. Adhering to the College of Registered Nurses of BC standards and other best practice approaches, the telenurse competently applies the nursing process of assessment, planning, implementing, evaluating and documenting care to contact centre clients.

What you'll do

  • Respond to or initiate telephone calls from callers, or their designates, utilizing customer service and therapeutic communication skills.
  • Recommend additional resources, acquisitions and activities to enhance the telehealth nursing practice and client care.
  • Receive, document and forward compliments and complaints from callers or others to support quality improvement/risk management activities, service and program evaluation; contribute to incident investigation as requested.
  • Maintain current clinical knowledge in prevention & wellness promotion, health risk assessment, self-care management, and chronic disease management and consumer health education and any other programs or resources that support caller's needs for triage, health education and referral.
  • Competently apply knowledge; promote an integrated self-care health program and practice shared decision-making with callers.
  • Collaborate with other professionals in providing telehealth care by making appropriate referrals to dietitians, pharmacists and other services.
  • Monitor call flow and contribute to achieving service targets and maintaining standards of care. Contribute to the service evaluation by collecting designated statistics; make recommendations for changes or enhancement to technology, navigation or resource acquisitions.
  • Communicate operational or resource changes as necessary and escalates operational or technical issues using appropriate reporting and communication mechanisms.

What you bring

  • Graduation from an approved School of Nursing with current practicing registration as an RN with the British Columbia College of Nurses & Midwives (BCCNM)
  • Minimum three (3) years recent related experience in acute care, community health, public health or continuing care.

You will also have the ability to:

  • Work in a fast paced, multi-faceted contact centre environment
  • Communicate efficiently and effectively both verbally and in writing
  • Demonstrate listening skills
  • Keyboard a minimum of 30 WPM
  • Demonstrate computer skills and experience with relevant software such as MS Word and contact centre applications.
  • Operate related equipment.
  • Teach.
  • Work as a member of a team.
  • Work in a highly monitored work environment.
  • Demonstrate analytical and problem-solving skills.
  • Prioritize and organize work.
  • Physically perform the duties of the position.
  • Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and other related reports.
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC and BC's Declaration on the Rights of Indigenous Peoples Act
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.

  • Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Temporary Full-Time (FTE 1.00) Until April 24, 2025
Wage: $ $59.52/hour
Location: Burnaby, BC or Langley, BC
Applications will be accepted until position is filled.
Hours of Work: Rotating lines

Requisition: Line 095; Rotating /

What we do

Healthlink BC (HLBC) operates as a branch of the Primary Care Division with the Ministry of Health.

Healthlink is a 24/7/365 telehealth platform that provides BC and Yukon residents access to non-emergency health information, health advice and assistance in navigating the provincial health care system. HLBC is composed of a multidisciplinary team of dietitians, qualified exercise professionals, health service navigators, pharmacists and registered nurses that deliver health information via telephone and web ). To fulfill the fulfill the strategic directives of the Ministry of Health (MOH), the Telenurses are employed through the Provincial Health Services Authority (PHSA) and work in close partnership with BC Public Service Agency (PSA) employees.

TeleNurses provide non-emergency health information and advice in a 24/7/365 work environment.

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services.

BCEHS is part of the Provincial Health Services Authority (PHSA).

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA, BCEHS and HLBC are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at

Please note the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at or Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.