Manager, Triage - Contact Center

Job Summary: Responsible for clinical oversight and supervision of the Contact Center nurses and the coordination of related patient care activity statewide.

Essential Functions:

• Supervises day to day coordination of patient care activity and clinical outcomes, in collaboration with regional leadership, as well as triage clients (by phone or virtually), and ensures that a culture of compliance, accountability and excellence is maintained to achieve expected business and patient care outcomes. Collaborates extensively with staff and management from multiple departments and organizations to achieve outcomes.
• Assists the Director with all triage care delivery processes to continually improve customer care and service satisfaction outcomes.
• Utilizes data to evaluate the quality of patient care services and utilization of resources.
• Actively keeps abreast of hospice and palliative care trends, best practices and any anticipated compliance changes.
• Actively leads, participates, and promotes a culture of excellence and innovation at the employee, and departmental levels aimed at continually improving employee performance and engagement.
• Assists with recruitment and retention efforts consistent with the organization’s vision, mission and values which ensure the engagement and retention of staff, within the assigned area(s) of responsibility, in collaboration with Human Resources.
• Leads, facilitates and participates in meetings at the individual, group and organizational levels, both within and external to the organization, to achieve desired outcomes.
• May participate in the manager on-call rotation, as needed.
• Responsible to support staffing coverage on any shift that is short due to call ins, vacations, etc.
• Manages allocated resources within a designated region including but not limited to time, expenses, supplies and labor and ensures pre-determined financial margins and/or outcomes are achieved.
• Manages employee performance outcomes within assigned area(s) of responsibility to ensure that a culture of accountability and responsibility is maintained to achieve desired performance outcomes and staff competencies.
• Actively works to coach and/or mentor direct reports and subordinates to improve performance. Ensures that appropriate corrective action and performance improvement plans are administered per organizational guidelines, when appropriate, in collaboration with Human Resources.
• Ensures internal and external education, training and activities for self and staff to promote personal and professional growth and to ensure staff competency is maintained at all times.
• Supports and evaluates new employee orientation and training as needed.
• Participates and collaborates externally to establish various benchmarks and standards as it pertains to hospice and palliative care, locally, statewide and nationally, when appropriate.
• Upholds NorthStar Care Community policies and procedures and all regulatory and legal requirements.
• Collects department data in relationship to referral activity and certification updates.
• Models the NorthStar standards to care for every person, every time, 100% of the time.

Qualifications:

• Must possess a minimum of an Associate’s degree in a clinical and/or administrative field. A bachelor’s degree is preferred.
• Licensure: Graduated from an accredited school of nursing with a current license to practice in State of Michigan as a Registered Nurse. Must have the ability to be licensed as a Registered Nurse in various states in which we are contracted to support nurse triage after hours.
• Minimum of three (3) years of health care experience and an understanding of regulatory issues required; clinical expertise in hospice and experience in triage/telephonic assessments preferred.
• Two (2) years of management experience and call center experience preferred. Certification in hospice nursing (CHPN) preferred
• Knowledge of regulatory, business and management principle requirements and compliance as it pertains to hospice required.
• Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence, the ability to maintain confidentiality and promote positive, constructive relationships with communication and collaboration at all levels.
• Ability to effectively use technology in support of management and clinical operations.
• Must be able to read, write and speak English fluently and be able to communicate orally and in writing in internal and external relationships for all essential job functions.
• Ability to prioritize multiple demands. Demonstrates integrity and flexibility and participates actively in change and quality improvement initiatives.
• The physical and sensory demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching; lifting up to forty five (45) pounds unassisted and the ability to assist in lifting patients using appropriate lifting techniques and/or devices.
• Must have reliable transportation to be able to travel and maintain the rigors of a busy schedule. Frequently works variable hours/days; activities and workload may require extended days.
• Must be eligible to work in the United States.