To provide day to day direct supervision / leadership to the Call Center Advice Nurses (RN). To ensure that patient care practices and other Call Center activities are in keeping with the organizations policies and procedures; quality standards and performance expectations. Work collaboratively with the Service Associate Supervisors, Healthcare Teams and other departments to coordinate patient care activities and duties.
Essential Responsibilities:
Provide patient safety by ensuring that advice nurses are following established Nursing Guidelines, Organizations Policies and Procedures, Standards of Care and Regulatory Agencies Standards.
Ensures that patient calls are managed by registered nurses in a manner and time that maximizes customer satisfaction and minimizes risk exposure.
Ensures that registered nurses are working within the scope of nursing practice.
Demonstrate strong clinical knowledge, judgement and competency skills.
Ensures that telephone access and service standards are met and sustained.
Responds to formal (Member Services) and informal (Quality Improvement Concern form) member concerns raised by patients, providers and others in a timely manner.
Participates in Call Center Quality Improvement Program to include call management, nursing documentation, customer service skills and quality of KP On – Line advice responses.
Understands, Interprets and acts on statistical measurements of individual and Call Center performance.
Accepts calls from patients for nurse triage and advice, and documents the same.
Responds to emergencies according to Call Center and organizational policies and procedures.
Contributes to the development, review and recommendation for changes to the Nursing Guidelines and Kaiser Permanente Policies and Procedures.
Participates in the hiring of qualified, competent and appropriately licensed (when applicable) staff.
Develops monthly work schedule for all Call Center registered nurses.
Participates in annual review of staff performance utilizing the Performance Development Process.
Participates in the orientation and training of new hires and the ongoing coaching and mentoring of incumbent staff.
Models and reinforces ethical behavior in self and others; shows consistency in words and action; conducts business with honesty; maintains confidences; admits mistakes.
Monitors KP On – Line, Carepoint, etc- advice responses for quality, timeliness and appropriateness.
Supports the medical offices through the management of several after hours activities, such as critical lab, management of non-formulary prescription and outreach initiatives.
Consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanentes policies and procedures.
Understands that access to protected health information (PHI) will be limited to the minimum necessary required to effectively perform your job.
May perform other duties as assigned.
Basic Qualifications:
Experience
Minimum one (1) year of progressive management and leadership experience.
Minimum three (3) years of nursing experience.
Education
Associates Degree Nursing.
License, Certification, Registration
Registered Professional Nurse License (Georgia) required at hire
Basic Life Support required at hire from American Heart Association
Additional Requirements:
Excellent communication skills.
Basic keyboarding skills.
Demonstrated strong clinical knowledge base, judgment, and experience.
Complete a Customer Service Assessment.
Preferred Qualifications:
Minimum five (5) year of supervisor or management experience.
Customer service aptitude demonstrated through Customer Service Assessment.
Bachelors Degree Nursing.
Notes:
Working rotating every third weekends and rotating holidays with 2 other supervisors.