Supervisor-Nurse Advice Line

Presbyterian Healthcare Services - Albuquerque, NM

Full-time - Mid Level

Albuquerque, NM

10,001+ employees

Hospitals

About the position

Now hiring a Supervisor-Nurse Advice Line. Performs administrative leadership role in the training, coordination, and supervision of daily operational activities to ensure that departmental tasks are assigned and carried out. Oversight of teams includes developing & maintaining models for tracking of staff performance. Assists the Manager and Director to apply performance measurements and/or ensure that the level of care and services requested meet quality of care standards. Conducts direct departmental duties as needed.

Responsibilities

• Provides leadership and supervision of clinical support team to further the vision, values, and strategies of the department.
• Reviews performance metrics and provides coaching to staff for performance improvement.
• Trains and orients staff in all aspects of the department.
• Monitors staff call activity via workforce software to ensure department performance measures are being met.
• Monitors staff calls for appropriateness, accuracy and customer service using call audit tools.
• Completes and performs employee evaluations in collaboration with manager.
• Initiates corrective-action activities.
• Performs time-keeping functions, monitors attendance and provides employees with attendance record.
• Monitors and responds to email, fax, and voice mail queues.
• Utilizes conflict management skills to anticipate and address potential conflict at the individual, group, or situation level.
• Uses problem solving to recognize, anticipate and resolve clinical and patient care process problem.
• Uses communication and active listening skills to address staff and patient issue.
• Uses Quality Management tools and techniques to gain the cooperation and support of team members.
• Responsible for all aspects of clinical regulatory compliance with policies, procedures, regulations, and standards and takes corrective action when deficiencies occur.
• Develops, reviews and updates department written processes.
• Works in collaboration with Manager while managing multiple concurrent objectives, projects groups, or activities. Demonstrates effective judgment in prioritization and time allocation.
• Receives, triages, verifies, and processes requests for clinical triage and medical advice from health plan members and their representatives.
• Uses clinical protocols to assess advice to callers, and documents discussion and information relayed.
• May work with stakeholders and primary and specialty providers across the state to identify most appropriate direction of care based on call.
• Legally documents all calls and information discussed. Records and refers all pertinent information accordingly.
• May collaborate with other resources such as behavioral health clinicians or crisis staff to best direct callers.
• Advises manager of trends in calls and potential quality of care and legal issues.
• Communicates effectively with providers, PHP medical directors, Customer Service staff, Care Coordination and other applicable PHS departments to deliver sound and appropriate advice.
• Must adhere to protocols and processes for compliance of call processing, documentation, transfer and follow up.
• Meets departmental and/or regulatory turnaround times for clinical triage and internal Service Level Agreements (SLA) while maintaining productivity and quality standards.
• Performs other functions as required.

Requirements

• Associates degree in nursing AND 5 years of nursing experience required or Bachelor's degree in nursing.
• New Mexico Board of Nursing RN License required.
• Two years nursing supervisor experience desired.
• Experience in primary care, emergency care, or urgent care preferred.
• Experienced analytical skills as applicable to interpret medical records.
• Experience with detailed research, coordination, and organizational skills.
• Demonstrated critical thinking skills as evidenced by experience, education, and/or the pre-hire interview process.

Benefits

• Comprehensive benefits package including medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
• Wellness program designed to provide engaging opportunities to enhance health and activate well-being.