What are the responsibilities and job description for the Nurse Supervisor, Telephone Triage Center (CareLine) position at HealthPartners?
Company Description
Founded in 1957, HealthPartners is the largest consumer-governed, non-profit health care organization in the nation. It is dedicated to improving the health of its members, patients and the community. HealthPartners provides a full-range of health plan services including insurance, administration and health and well-being programs. It serves more than 1.4 million medical and dental health plan members nationwide, and is the top-ranked commercial plan in Minnesota. Its Medicare plan has the highest rating (five stars), which only 11 plans in the nation achieved in 2013. Since its combination with Park Nicollet in 2013, its care system includes more than 1,700 physicians; five hospitals; 50 primary care clinics; 21 urgent care locations; and numerous specialty practices in Minnesota and western Wisconsin. In addition, Stillwater Medical Group, part of the HealthPartners family of care, includes 80 physicians serving the St. Croix Valley region. HealthPartners Dental Group has more than 60 dentists and 21 dental clinics. HealthPartners also provides medical education and conducts research through its Institute of Education and Research
Job Description
We have an exciting career opportunity for a Nurse Supervisor supporting a 24/7 telephone triage center (CareLine). This person will provide supervision and leadership for CareLine staff, assist with ongoing operations, ensure quality assurance, provide timely and effective feedback to staff, assist with some reporting and auditing and assist with projects and process improvements.
At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health, create exceptional experiences for those we serve and make care and coverage more affordable.
SCHEDULE:
Hours will include evening shifts until 12:30am most weeknights they are scheduled and every other weekend scheduling. However, scheduling will be flexible working 8, 10 or 12 hour shifts as preferred.
ACCOUNTABILITIES:
o Responsible for supervising CareLine RN staff including hiring, orienting, training and development, coaching/discipline and dismissal of staff.
o Responsible for holding staff accountable and setting clear expectations.
o Performs annual performance reviews and provides on-going feedback.
o Participates in Ongoing Guideline Reviews (ICSI, Consulting Nurse).
o Serves as a liaison to Care Delivery Supervisors and attends monthly meetings.
o Documents and maintains business processes and procedures.
o Provides exceptional customer service support to escalated customer concerns and customer feedback.
o Uses quality data to compile and track performance at team and individual levels.
o Provides feedback to manager on team performance.
o Develops and maintains Quality Assurance Program.
o Trains new employees on the Quality Assurance Program.
o Generates, records, and analyzes monthly reporting data for specific departmental metrics.
o Identifies training and development issues and makes recommendations for resource allocation.
o Incorporates, supports and promotes policy and procedural updates within the department and organization.
o Acts as Quality Assurance consultant to the department.
o Participates in business continuity planning and implementation.
o Performs other duties as assigned to meet patient/customer/member needs and department goals.
HealthPartners is nationally acclaimed for providing outstanding patient care and we offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for job ID 39403.
Qualifications
REQUIRED QUALIFICATIONS:
o Graduate of RN program, BSN preferred.
o Current RN licensure in Minnesota
o Current RN licensure in Wisconsin within two months of hire
o Minimum two years of nursing and customer service experience.
o Excellent oral, written and interpersonal communication skills.
o Exceptional listening skills.
o Excellent analytical and problem solving skills.
o Excellent organizational skills and attention to detail.
o Intermediate level of knowledge/expertise with PC hardware and software (Microsoft Word and Excel).
o Strong knowledge of customer service processes and techniques.
o Demonstrated ability to work well in team environment.
o Dedication to providing exceptional customer service.
o Demonstrated ability to prioritize multiple projects and tasks.
o Ability to adapt well to change.
o Ability to work some evening and weekend hours, including being on-call (on a rotating schedule with management team).
Additional Information
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.