What are the responsibilities and job description for the National Supervisor, Nurse Practitioner Call Center position at P3 Health Partners?
People. Passion. Purpose.
P3 Health Partners is a population health management group founded and led by fellow physicians who want to shift the industry’s focus from managing illness to cultivating wellness. We are health plan agnostic and work with most plans in our markets. As the conduit between you and the health plan, we want to make a difference where it counts - with your patients, their families, and the communities where we live. The mission of P3 is simple. We want to help providers and their patients embrace a new kind of care. A kind of care that gives patients the tools and resources they need to manage their long-term health and wellness.
Overall Purpose
Are you a compassionate mission-driven Nurse Practitioner looking to make a meaningful impact on the lives of complex medical patients? As the Manager of P3 Health Partners National Call Center, you’ll bring hope and healing to patients with complex medical needs. In this full-time role, you’ll be a vital member of an interdisciplinary team, transforming lives and empowering primary care physicians to deliver exceptional care to those who need it most.
The goal of the Call Center is to provide afterhours telephonic or televideo care to P3 Health Partner patients across all P3 markets. The hours of operation are 5pm-8am, 7 days per week including holidays. The hours of operation and goals can be subject to change.
The scope of practice for the call center includes providing care for non-life or limb threatening urgent or non-urgent concerns or triaging to an appropriate level of care. Patient and caregiver education combined with support and follow-up phone calls enhance your outcomes. The above actions, combined with preventive and timely patient care by the comprehensive care teams, afford emergency department and hospital admission avoidance which is a known factor in decreasing complications while maintaining a higher quality of life in this subset of patients.
Additional accountabilities for the manager of the call center encompasses, but is not limited to, developing call center operations to include choice of operational/software systems, work flow and objective KPI dashboard development, educational development, role based handbooks, operational playbooks, hiring manager for team members, on-going education, quality of care reviews, response to call center complaints, accountability for call center KPIs and strategy, communication strategy with primary care providers/P3 IDT comprehensive care teams, work schedules, and people management. The manager of the call center will collaborate closely with market and regional leadership teams. This role has a dyad relationship with the Pacific Rim Clinical Medical Director who is accountable for overall quality of care. Some participation in the clinical call schedule is required.
Essential Functions
Travel within the market as needed to fulfill goals or as requested
P3 Health Partners is a population health management group founded and led by fellow physicians who want to shift the industry’s focus from managing illness to cultivating wellness. We are health plan agnostic and work with most plans in our markets. As the conduit between you and the health plan, we want to make a difference where it counts - with your patients, their families, and the communities where we live. The mission of P3 is simple. We want to help providers and their patients embrace a new kind of care. A kind of care that gives patients the tools and resources they need to manage their long-term health and wellness.
Overall Purpose
Are you a compassionate mission-driven Nurse Practitioner looking to make a meaningful impact on the lives of complex medical patients? As the Manager of P3 Health Partners National Call Center, you’ll bring hope and healing to patients with complex medical needs. In this full-time role, you’ll be a vital member of an interdisciplinary team, transforming lives and empowering primary care physicians to deliver exceptional care to those who need it most.
The goal of the Call Center is to provide afterhours telephonic or televideo care to P3 Health Partner patients across all P3 markets. The hours of operation are 5pm-8am, 7 days per week including holidays. The hours of operation and goals can be subject to change.
The scope of practice for the call center includes providing care for non-life or limb threatening urgent or non-urgent concerns or triaging to an appropriate level of care. Patient and caregiver education combined with support and follow-up phone calls enhance your outcomes. The above actions, combined with preventive and timely patient care by the comprehensive care teams, afford emergency department and hospital admission avoidance which is a known factor in decreasing complications while maintaining a higher quality of life in this subset of patients.
Additional accountabilities for the manager of the call center encompasses, but is not limited to, developing call center operations to include choice of operational/software systems, work flow and objective KPI dashboard development, educational development, role based handbooks, operational playbooks, hiring manager for team members, on-going education, quality of care reviews, response to call center complaints, accountability for call center KPIs and strategy, communication strategy with primary care providers/P3 IDT comprehensive care teams, work schedules, and people management. The manager of the call center will collaborate closely with market and regional leadership teams. This role has a dyad relationship with the Pacific Rim Clinical Medical Director who is accountable for overall quality of care. Some participation in the clinical call schedule is required.
Essential Functions
- In addition to the above accountabilities, you will oversee the day-to-day functions of the call center.
- Lead the National Call Center as a cohesive unit.
- Serve as a positive and collaborative leader and team member.
- Uphold high standards of clinical excellence within the call center.
- Effectively manage KPIs.
- Perform random and targeted case reviews ensuring integrity of patient care.
- Perform evaluations and provide treatment using sound clinical judgment.
- Identify care gaps and communicate recommended interventions to the member’s primary care provider and to the complex care team.
- People management team members.
- Triage and manage non-life or limb threatening conditions.
- Collaborate with interdisciplinary teams using data-driven clinical tools to support coordinated, value-based care.
- Collaborate with the Regional Clinical Medical Director or designee when assistance in clinical decision making is identified.
- Communicate opportunities to advance the clinical model.
- Educate P3 team members when necessary.
- Educate patients, their families and caretakers on health maintenance, chronic disease management, medications, and preventive care.
- Confidently use technology and evidence-based medicine to guide care planning and decision-making.
- Ensure patient privacy and adherence to all HIPAA regulations and standards for handling PHI.
- Participate in quality improvement initiatives, documentation audits, and other activities that support clinical excellence and operational efficiency.
- Maintain compliance with required trainings, timely chart closures, chart queries, meeting attendance, email responses and other requirements.
- Serve as a positive and collaborative leader and team member.
- Maintain a license and DEA certificate in good standing.
- Role model the P3 Health Partners core values.
- Active and unencumbered nurse practitioner licenses in all states where P3 Health Partners is located
- Current DEA license in all states where P3 is located
- Experience in call center design and workflows
- Minimum of 5-years of call center experience preferred
- Minimum of 5 years of leadership experience preferred
- Experience in geriatric acute care
- Flexible and innovative driven personality
Travel within the market as needed to fulfill goals or as requested