RN SUPERVISOR ENGAGEMENT CENTER TRIAGE, FCP - PATIENT ENGAGEMENT CENTER

Froedtert • Menomonee Falls, WI

13d • Hybrid

About The Position

The Supervisor, working with the Manager, provides general supervision, coordinates operations of an engagement center nurse Triage program servicing Froedtert & Medical College of Wisconsin patient and customer needs. Ensures that self and team have the tools and coverage necessary to service patients with regards to patient care needs and triaging to ensure a quality experience. Supervises day to day operations of clinical staff including implementation of established policies, protocols and procedures. Mentors, motivates and supports clinical staff and colleagues to attain excellence in professional nursing practice. Effectively develops positive working relationships with staff and providers in all levels of the organization. Demonstrates excellent written and verbal communication skills. Responsible for recruitment, retention, hiring and onboarding functions including day to day performance management, annual performance management, coaching and counseling. Ensures clinical staff compliance standards for competencies, assessments, licensure, certifications and other annual training requirements. Maintains interaction with departments whom the PEC clinical staff support to ensure call center needs are met. Researches and effectively troubleshoots service issues/escalations from Patient/Provider, using top-flight customer satisfaction practices. Assists the Engagement Center Manager and Director in monitoring operational performance and quality assurance with data to identify trends, measure productivity and ensure key performance indicators are met. Adheres to annual budget planning and responsibilities. Motivates and encourages agent/teams through positive communication and feedback. Leads by example and serves as a role model to all team members. Identifies areas of opportunity for process improvement.

Requirements

• Two years of experience in hospital or ambulatory care nursing is required.
• Professional knowledge of nursing theory and practice at a level normally acquired through completion of education at an accredited School of Nursing in order to be eligible for licensure as a Registered Nurse is required.
• Requires current state of Wisconsin Registered Nurse License or a Multi-state Nursing License from a participating state in the NLC (Nurse Licensure Compact).
• Proven leadership and delegation skills.
• Demonstrated reliability and ability to maintain confidentiality.
• Strong interpersonal, leadership, team building and decision making capabilities to ensure effective and efficient operations.
• Ability to set priorities and identify and resolve problems with timely follow up and follow through.

Nice To Haves

• One year of previous supervisory experience is preferred.
• Experience using call center phone systems, Multiple Practice Management platforms, and Epic is preferred.
• Bachelor's Degree in Nursing is preferred.
• Preferred proficiency with Epic Nurse Triage Software and call center technology.
• Certification in a Nursing Specialty or Nursing Administration is preferred. (e.g. , certification in clinic nursing specialty, Nurse Executive).

Responsibilities

• Provides general supervision
• Coordinates operations of an engagement center nurse Triage program servicing Froedtert & Medical College of Wisconsin patient and customer needs
• Ensures that self and team have the tools and coverage necessary to service patients with regards to patient care needs and triaging to ensure a quality experience
• Supervises day to day operations of clinical staff including implementation of established policies, protocols and procedures
• Mentors, motivates and supports clinical staff and colleagues to attain excellence in professional nursing practice
• Effectively develops positive working relationships with staff and providers in all levels of the organization
• Demonstrates excellent written and verbal communication skills
• Responsible for recruitment, retention, hiring and onboarding functions including day to day performance management, annual performance management, coaching and counseling
• Ensures clinical staff compliance standards for competencies, assessments, licensure, certifications and other annual training requirements
• Maintains interaction with departments whom the PEC clinical staff support to ensure call center needs are met
• Researches and effectively troubleshoots service issues/escalations from Patient/Provider, using top-flight customer satisfaction practices
• Assists the Engagement Center Manager and Director in monitoring operational performance and quality assurance with data to identify trends, measure productivity and ensure key performance indicators are met
• Adheres to annual budget planning and responsibilities
• Motivates and encourages agent/teams through positive communication and feedback
• Leads by example and serves as a role model to all team members
• Identifies areas of opportunity for process improvement

Benefits

• Paid time off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level