Assistant Manager, Care Communication Triage

OneOncology•Nashville, TN

2d•Onsite

About The Position

Tennessee Oncology, one of the nation’s largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege. The Assistant Care Communications Manager, Triage uses excellent communication skills and clinical knowledge to effectively interact with patients, providers, clinic staff, and other Tennessee Oncology teams to accomplish seamless patient care. The Assistant Care Communications Manager, Triage directly oversees and supports the triage team. In conjunction with the Care Communications Manager and Directors of Care Transformation and Nursing, the Assistant Care Communications Manager, Triage will define and direct triage workflows and develop policies and procedures related to phone triage.

Requirements

Strong organizational and communication skills are essential
Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods
Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
Competent in clinical skills and triage concepts
Knowledgeable in the implementation and evaluation of clinical/nursing processes and patient care standards
Maintain discretion and confidentiality in communications
Knowledgeable in the implementation and evaluation of performance improvement projects
Proficient in applicable computer software programs
Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff
Valid Tennessee RN/LPN license (or compact state license)
Minimum of 1-2 years management experience required; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
Current ONS Fundamentals Chemotherapy/Immunotherapy provider card or completed within 90 days of hire
Certification in oncology nursing is required within two years of hire

Nice To Haves

BSN preferred
Oncology experience in an outpatient facility preferred

Responsibilities

Responsible for supervising the telephone triage team including day-to-day processes and procedures (e.g. timekeeping, auditing)
Assists in developing policies, procedures, goals, and objectives
Tracks and reports team results to care transformation leadership
Provides support and training on existing or new workflows/initiatives
Fosters a team environment between triage staff in multiple territories
Interviews, trains, coaches, and develops assigned employees
Provides guidance and serves as a subject matter expert on all systems used by the triage team (e.g. EMR, patient engagement platform)
Monitors performance, attendance, and productivity of assigned staff and provides regular feedback to team
Assesses triage team needs and recommends needed changes to manager and/or director
Assists with various projects as assigned
Responsible for dissemination of information to staff through regularly scheduled staff meetings
Assists with triage coverage and scheduling
Addresses patient calls, portal messages, tasks, and emails concerning a wide range of symptoms and other patient care topics in a timely manner
Utilizes critical thinking and appropriate clinical judgment when evaluating patient needs
Collaborates with clinics to identify treatment options and scheduling (e.g. symptom management treatment, lab draws, etc.)
Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
Monitors effectiveness of performance improvement projects/quality metrics
Performs or assists with hiring, orientation, supervising, counseling, evaluating, disciplining or terminating personnel using organizational guidelines and departmental goals and objectives
Maintains positive and effective working relationships with nursing and all other departments