Supervisor of Patient Engagement Center Triage

Froedtert & The Medical College of Wisconsin • Menomonee Falls, WI

100d

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.
• One year of previous supervisory experience preferred.
• Experience using call center phone systems and Multiple Practice Management platforms preferred.
• Professional knowledge of nursing theory and practice from an accredited School of Nursing.
• Current state of Wisconsin Registered Nurse License or Multi-state Nursing License required.

Nice To Haves

• Bachelor's Degree in Nursing preferred.
• Proficiency with Epic Nurse Triage Software and call center technology preferred.
• Certification in a Nursing Specialty or Nursing Administration preferred.

Responsibilities

• Provide general supervision and coordinate operations of the engagement center nurse Triage program.
• Ensure team has necessary tools and coverage to service patients.
• Supervise day-to-day operations of clinical staff.
• Mentor, motivate, and support clinical staff to attain excellence in nursing practice.
• Develop positive working relationships with staff and providers.
• Manage recruitment, retention, hiring, and onboarding functions.
• Ensure compliance standards for competencies, assessments, and training requirements.
• Interact with departments to meet call center needs.
• Troubleshoot service issues and escalations from patients/providers.
• Assist in monitoring operational performance and quality assurance.
• Adhere to annual budget planning and responsibilities.
• Motivate and encourage teams through positive communication.
• Identify areas 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree