Contact Center Clinical Supervisor
Some call it a career. For us, it's a calling.
National Jewish Health is currently seeking a Contact Center Clinical Supervisor to join our dedicated team of qualified Patient Access professionals. Non-sectarian National Jewish Health is the leading respiratory hospital in the United States. It is known worldwide for the treatment of patients with respiratory, cardiac, immune and related disorders, and for groundbreaking medical research.
This position will have a high level of impact on the institution as the first point of contact on each patient's journey to the world class health care experience that only National Jewish Health can provide. Our team collaborates with clinic staff and other health professionals to provide outstanding patient-centered care.
The candidate selected for this role will thrive working in a fast paced, fun environment with a focus on detail and quality, and will be passionate about customer service with kindness and compassion. The ideal candidate will bring strong customer focus, adaptability, quality orientation, and ability to independently problem solve.
If helping kids and adults to have the best possible patient access experience is your calling, apply to join our fantastic team now!
Manages the clinical intake process in the contact center and ensures that customer's needs are assessed and that intakes are performed and processed timely and appropriately. Responsible for the day to day management of full time LPN's as well as pool personnel supporting the intake processes for NJH. Provides clinical guidance, quality review and education for all employees in the clinical contact center.
Determines staff qualifications and competency: recruits, selects, hires, trains, orients, mentors and rewards.
Manages/supervises and develops an effective staff: providing effective communication, leadership, guidance and resources. Directs in-service and continuing education activities for staff. Monitors staff safety compliance and use of Personal Protective Equipment (PPE), as needed.
Evaluates staff performance regularly and determines merit increases, promotions and disciplinary actions. Oversees the clinical intake process. Ensures that intakes are accurate and timely. Works with physicians and clinic managers to ensure that intakes are triaged appropriately.
Monitors Quality Assurance of clinical calls within the contact center. Provides appropriate feedback to staff and management.
Researches and makes recommendations for all departmental inquiry requests related to individual intakes or other clinical calls within the contact center. Requests and maintains training documentation for the contact center, works with Admin Services Trainer to update clinical portions of Training documentation as well as providing ongoing clinical training to staff.
Works closely with the contact center Medical director to ensure optimal processing of clinical calls.
Performs in-take assessment, via telephone, to determine customers' needs, reviews and provides current and accurate medical, program and research information; identifies those appropriate for potential admission, obtains a brief, concise intake history and facilitates admission process as required, following Policies and Procedures.
Demonstrates an appropriate clinical knowledge base and job-specific clinical skills. Contributes toward efficiently functioning contact center. Performs Competencies (including age specific competencies) as identified through departmental competency program. Represents the contact center at other Clinical Department meetings, medical lectures and in-services, taking notes from these meetings to share as a resource for other staff. Remains flexible and willing to change priorities and/or perform other related duties, including special projects and support for other departments as requested to ensure exceptional customer service.
Knowledge and Skills
Incumbent must have exceptional oral and written communication skills, including telephonic communication abilities; possess interpersonal and teaching skills; attention to detail and ability to multi-task; and possess strong organizational skills. Capacity to establish and maintain positive relationships with internal and external customers while maintaining confidentiality. Incumbent must be a positive, professional team player. Must be knowledgeable in the scope of nursing practice. Must have the ability to independently seek out resources and work collaboratively. Incumbent must possess effective computer skills and the ability to use multiple software applications. Must demonstrate the ability to perform basic life support skills in an emergency.
Graduation from an accredited school of nursing is required. Bachelor's Degree in nursing is preferred.
Certification and Licensure
Colorado LPN required/ RN license preferred. Current healthcare provider Basic Lift Support certification is required, with the ability to perform CPR.
One (1) year nursing experience in inpatient care, case management and/or phone experience required. Prior supervisory experience preferred.
Supervises up to (5) employees.