Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations. Primary Job Duties & Responsibilities: Answers and/or reviews phone calls from patients, caregivers, and outside entities and uses nursing assessment skills to determine the nature of each call, its urgency, how to resolve the question/problem and to whom to direct the call.