Clinical Triage Specialist (LPN/RN) - Primary Care (PA & NJ Residents Only)

St. Luke's University Health Network•Allentown, PA

20d•Hybrid

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Supervisor, Clinical Triage (RN) is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) to deliver an exceptional patient. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training.

Requirements

Graduate of an accredited nursing program.
Active Pennsylvania Nursing License.
Active New Jersey Nursing License or ability to obtain within 90 days.
Minimum 3+ years recent clinical experience in a physician office, home health, critical care and/or emergency room required.
Electronic Medical Record system experience required.
Strong business acumen.
Skilled in all forms of communication.
Effectively able to develop self and others.
Leadership presence/EQ, presents as a composed and competent leader.
Quality focused.
Exudes patient and customer service focus.

Nice To Haves

Bachelor’s degree in Nursing.
Epic experience preferred.
Previous contact center experience preferred.
Previous management experience preferred.

Responsibilities

Oversees a team of Clinical Triage Specialists (RN/LPN) serving as a resource and Subject Matter Expert (SME) for other team members and internal customers.
Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues.
Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages.
Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures.
Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels.
Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances.
Collaborates with Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels.
Ensures CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently.
Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity.
Analyzes current procedures, bringing suggestions for improvement to the attention of the Associate Director, Clinical Services-Access Center.
Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters.
Other related duties as assigned.