POSITION DESCRIPTION:

This position provides leadership and supervises Call Center Triage Nurses to ensure efficient, fiscally responsible and customer-responsive center operations; provides leadership in establishing and achieving operational goals. Supervises and develops Call Center Triage Nurse staff in order to maintain outstanding service and a high level of employee morale. This includes accountability for 24-hour Call Center quality of care, customer satisfaction, staff satisfaction, productivity, staff leadership and assuring adequate access for patients during after-business hours, including: evening and weekend hours and holidays.

ESSENTIAL JOB FUNCTIONS:

1. Supervises the work of Call Center Triage Nurses, including the monitoring of staff competencies, hiring of new staff, orientation of new assignments, developing goals and objectives, conducting annual performance appraisal/merit consideration and the utilization of performance resolution process, when needed.
2. Ensures that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the Call Center performance goals and objectives through regular communications. Provides team members additional training if needed. Effectively organizes training materials for new employees.
3. Schedules and runs staff meetings.
4. Ensures efficient and effective scheduling for the Call Center Triage Nurses and maintains Time & Attendance program; coordinating timekeeping and time-off requests; maintains appropriate staffing at all times. Fills in as Call Center Triage Nurse, when needed.
5. Performs quality reviews on Call Center Triage Nurse work and recorded telephone calls. Manages Call Center call data and phone data reports.
6. Identifies new protocol opportunities and recognizes (and revises) when current protocols necessitate revisions.
7. Participates in process and procedure development. Works collaboratively with the Call Center leadership team to improve Call Center services, offer additional Call Center services and achieve Call Center goals.
8. Works 1:1 with Call Center team members to ensure quality of work.
9. Manages all internal and external complaints, manages compliance log and compiles data to provide monthly reports.
10. Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.
11. Manages more complex patient calls.
12. Attends required internal and external meetings, performs other administrative support tasks, and assists in the development and oversight of the office budget.
13. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical care team.
3. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
4. Successfully completes IHA’s “Our Experience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
5. Maintains knowledge of and complies with IHA standards, policies and procedures.
6. Maintains complete knowledge of office services, call center processes and procedures, and in the use of all relevant office equipment, computer and manual systems.
7. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
8. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
9. Uses resources efficiently.
10. If applicable, responsible for ongoing professional development – maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree/graduate of an accredited Registered Nurse program; may also have graduated from an accredited 2-year RN program in combination with prior triage experience.

CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan. Valid CPR certification.

MINIMUM EXPERIENCE: 3 years’ previous experience as a triage nurse. Will consider combined education, experience in healthcare and triage.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Ability to effectively supervise and manage functional area within the Call Center, providing feedback and guidance to staff. This may include managing staff on non-day shifts.
2. Demonstrated ability to administer a comprehensive training program for new and existing Call Center staff.
3. Knowledge of billing and managed care department services and organizational policies related to position responsibilities.
4. Must have basic knowledge and understanding as to the methods for obtaining patient vital statistics (height, weight, accurate blood pressure, temperature, etc.) and the relevance of this information to the patients’ health history.
5. Proficient/knowledgeable in medical terminology with ability to demonstrate appropriate use of written clinical protocols.
6. Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, NextGen, email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
7. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.
8. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
9. Ability to work effectively with various levels of organizational members and diverse populations including IHA Divisional leadership (including directors and division heads), staff, providers, patients, vendors, family members, outside customers and community groups.
10. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
11. Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing medical situations.
12. Ability to exercise sound judgement and problem-solving skills.
13. Ability to perform mathematical calculations needed during the course of performing basic job duties, i.e.: calculating proper dosages for immunizations.
14. Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
15. Ability to handle patient and organizational information in a confidential manner.
16. Successful completion of IHA competency-based program within introductory and training period.
17. Flexibility to work after-business hours, including evening and weekend hours and holidays.
18. Ability to work at least 40 hours per week.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires time working on a computer.
3. Physical activity that sometimes requires lifting up to 20 lbs.
4. Physical activity that often requires, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.
5. Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment with some exposure to contagious diseases/viruses. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.