RN Supervisor - Care Management

Sagility

71d

About The Position

We are currently seeing a talented Supervisor to lead a Clinical Nurse Advisor (CNA) team. The role of the Supervisor for Clinical Nurse Advisor (CNA) typically involves leading and overseeing a team of CNAs, ensuring they provide high quality patient care and support. This role requires strong clinical knowledge, leadership skills, and the ability to coach, mentor and manage a team.

Requirements

• Active PHRN and US Registered Nurse (USRN) license.
• Minimum 2 years post education clinical experience.
• Preferably with 2 – 3 years of customer service experience.
• Strong communication and interpersonal skills.
• Computer skills: MS Office.

Responsibilities

• Pick cases from queue and distribute cases to CNAs and send the information to the client.
• Perform daily monitoring of CNAs quality & productivity metrics by utilizing reports and database available.
• Implement floor management policies to ensure adherence to service level agreements between clients.
• Ensure connectivity and proper functioning of systems/ equipment of the CNAs prior to the shift and report to workforce, IT group and Operations Manager for the immediate repair/ replacement of defective unit.
• Answer questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function.
• Ensure that coaching and huddle schedules on a regular basis are carried out.
• Ensure CNA adherence to schedules – shift schedule and off the phone schedules.
• Ensure that Team Leader checklist is completed daily and submitted weekly to his/her respective leader.
• Escalate issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.
• Manage and resolve CNAs’ HR-related concerns.
• Ensure high morale of the team by carrying out team bonding activities.
• Coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log.
• Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes.
• Cascade process/ product updates to CNA on a timely manner.
• Create specific Individual Development Plans for CNAs over a given period.
• Effectively cascade internal & client-related policies and programs to CNAs in a timely manner.
• Meet with team at least once a week to discuss issues and share best practices.
• Identify team members who display potential for other positions within the company and assign tasks or projects to further develop that potential.
• Perform special assignments or handle projects as delegated by leaders.
• Submit reports as needed: Weekly Coaching logs, Weekly Huddle Agenda, Weekly & Monthly Team Performance Reviews, Yearly Performance Appraisal for each CNA.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees