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Job summary

Provide safe, ethical telehealth nursing by assessing callers’ needs, offering non-emergency health advice and education, documenting care, and making appropriate referrals. Support service quality and operations by monitoring call flow, contributing to evaluation and incident processes, and communicating operational or technical issues.

Job details

TeleNurse HealthLink BC Burnaby or Langley, 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 (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019). 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. 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: Permanent (Part-Time), FTE 0.56 Wage: $41.42 - $59.52/hour Location: Burnaby or Langley, BC (NOT REMOTE) Requisition Number: 204254E Hours of Work: Line 56: Rotating - 0700-1500 / 2300-0700 Applications will be accepted until position is filled. 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 (8-1-1) and web (healthlinkbc.ca). To fulfil 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: jobs.phsa.ca/programs-and-services 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. Attention Current Employees Of PHSA You must apply via your internal profile at http://internaljobs.phsa.ca. The internal job posting expires on Sep 18, 2026, and will no longer be accessible. If the internal job posting has expired, please e-mail internaljobshelpu@phsa.ca with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting. If you have not yet set up an internal profile, please e-mail internaljobshelpu@phsa.ca with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days. If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at careers@phsa.ca.

What you’ll do

Provide safe, ethical telehealth nursing by assessing callers’ needs, offering non-emergency health advice and education, documenting care, and making appropriate referrals. Support service quality and operations by monitoring call flow, contributing to evaluation and incident processes, and communicating operational or technical issues.

Requirements

Requires graduation from an approved school of nursing, current practicing RN registration with the BCCNM, and at least three years of recent related experience in acute care, community health, public health, or continuing care. Candidates must communicate effectively, use contact-centre and computer applications, work in a fast-paced and monitored environment, and demonstrate commitment to reconciliation and Indigenous cultural safety.

Benefits

• Professional Development Opportunities • In-House Training Programs • Municipal Pension Plan • Psychological Health and Safety Programs • Wellness Resources • Statutory Holidays • Vacation Entitlement • Employee Discount Program

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• Documentation · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Telehealth Nursing
• Nursing Assessment
• Clinical Triage
• Therapeutic Communication
• Customer Service
• Health Education
• Self-Care Management
• Chronic Disease Management
• Referral Coordination
• Shared Decision-Making
• Documentation
• Analytical and Problem-Solving Skills
• Teamwork
• Computer Skills
• Indigenous Cultural Safety
• Reconciliation Awareness

Job areas

• Healthcare
• Customer Service & Support