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12695 West National Avenue
New Berlin 12695 W National Av
New Berlin, WI 53151
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Supervisor Call Center Clinical (RN)- PMs ( 4- 10 hour shifts)
Advocate Aurora Health • New Berlin, WI
Posted 6 days ago
How You’ll Make a Difference
Oversees the day-to-day activities of both licensed and unlicensed team members within the Clinical Contact Center (CCC). Responsible for coordinating all members of the team with internal/external resources and business partners to ensure cohesive, high quality patient care is delivered at all times.
Oversees team member encounters/interactions to ensure quality, productivity, and service expectations are met in both call handling and documentation within the patient’s EMR.
Monitors call volume and patient acuity coordinating resources to expedite care and ensure patient safety.
Collaborates with Quality Coordinator to develop and implement metric measures and auditing criteria for both licensed and unlicensed caregivers.
Monitors team performance through individual scored metrics and departmental KPIs and provides intervention, adjustments, and/or coaching when necessary.
Performs regular call audits to ensure clinical quality and patient safety.
Educates staff on changes to policies and procedure and provides follow up assessments on adherence and necessary coaching.
Resolves patient, internal or external customer complaints, collaborating with CCC Manager when appropriate. Functions as a liaison with hospital and clinic staff throughout the organization.
Participates in strategic planning and implementation of goals and initiatives for the CCC.
Collaborates with team members, leadership team, and external business partners to implement new initiatives and continually optimize workflows and service provision.
License & Certifications
Registered Nurse license issued by the state in which the team member practices.
Bachelor's Degree in Nursing.
Typically requires 5 years of experience in nursing.
Excellent interpersonal, problem-solving and decision-making skills.Advanced computer skills to include all Microsoft Office software, call center software and data base applications.Demonstrated ability to work with a wide variety of individuals.Results-oriented approach.
At Aurora Health Care
We pride ourselves on taking care of our people. And not just our patients—we mean you, too. We help each other live well. When you work at Aurora, you get the chance to work with a dedicated team that’s as passionate about the work as you are. Here, you’ll find limitless opportunities for ongoing learning, career advancement, competitive compensation and a stable work environment. But more than that, you have the opportunity to change lives—including your own.
Diversity and inclusion matters at Aurora. We celebrate our differences and nurture an environment where everyone feels included. We know that when we reflect the communities we serve, when we embrace differences and bring our whole selves to work every day, we are working as one to build a healthier tomorrow for everyone. Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer.