Supervisor Contact Center Nurse Triage - Remote

This position is responsible for overseeing contact center nurses, ensuring that triage and medical advice functions are properly performed and documented. This role includes direct responsibility for training and orienting new staff, developing annual development plans for existing staff, and ensuring that appropriate performance standards are met for all nursing team staff reporting to this role.
Major Responsibilities:
Staff Development Responsibilities
Conducts regular meetings with nurses for feedback and communication with documented minutes.
Provides and adequate orientation program for all new staff.
Oversees new nurse training programs.
Creates and manages staff development plans.
Motivates staff and recognizes staff efforts on a regular basis.
Shares new knowledge with staff.
Implements and enforces policy and procedure updates/changes.
Performance Monitoring and Quality
Tracks, monitors, and resolves patient complaints, utilizing this information to develop process changes.
Participation in the development of department design and quality standards, provide leadership to ensure that established quality levels are maintained.
Review project team techniques and ensure that appropriate guidelines are followed for project reporting, system testing, change control, training and documentation.
Evaluates caller hold/wait times and makes schedule changes as necessary/appropriate.
Manages and guides nursing team in performance improvement of the nursing staff functioning in a call/contact center environment to provide documented health advice and directed emergency care.
Conducts quality assurance audits of triage encounters to ensure quality ser-vice standards are met.
Works actively with Clinical Leaders, Analyst and Contact Center Manager to review and refine work flows and operational procedures.
Reviews patient satisfaction data to develop and implements appropriate action to achieve defined customer satisfaction goals.
Analyzes telephone reports for trends in call patterns, utilizing the information to adjust staffing appropriately to meet department goals and service stand-ards. Sets fair and consistent productivity goals.
Fields patient telephone calls and contacts that are escalated from contact center nurses. Actively identifies staffing gaps and minimizes decreases in performance by taking calls and contacts when necessary and during peak times.
Organizational Climate
Fosters an atmosphere that encourages entrepreneurial thinking and pro-motes a high quality work environment.
Promotes a work environment that supports a robust and respectful dialogue.
Creates an environment where all staff collaborate to utilize the talents and creativity of all involved.
Participates in professional growth activities.
Promotes recognition of staff and celebrations of team accomplishments.
Holds staff accountable by communicating clear expectations and effectively supervising employee performance.
Implements effective methods for ensuring continuous, frequent communica-tion with staff.
Nursing Policies and Safety
Plans, organizes, evaluates, and supervises clinical activities within the Advocate Contact Center Nursing Department in accordance with Advocate and Advocate Medical Group's mission, values and philosophy.
Supports Advocate Medical Group by facilitating and monitoring compliance with quality, safety and nursing/clinical standards.
Ensures conformance with regulatory agency standards.
Collaborates with physicians and site leaders to support clinical operations, achieve quality goals and the achievement of positive outcomes.
Actively participates in the development and enforcement of: - Advocate Contact Center Nursing Policies and Procedures. - Advocate Contact Center Quality Improvement Activities. - Advocate Contact Center Patient Safety Activities.
Other Duties.
Actively participates in the development, implementation and monitoring of new business strategies and/or pilot projects.
Monitors system effectiveness and/or performance, identifies potential prob-lems and proactively resolves issues.
Resolves complex problems independently.
Provides analytical and technical guidance to staff.
Continually evaluates current processes and seeks to introduce improve-ments when necessary.
Licensure:
Nurse, Registered (RN)