Supervisor, Clinical Triage (RN) - Primary Care (PA & NJ Residents Only)

United States·Allentownmid

Clinic ManagerHealthcare Non-Clinical

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Quick Summary

Key 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.

Requirements Summary

Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry.

Technical Tools

Clinic ManagerHealthcare Non-Clinical

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.

Responsibilities

~2 min read

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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.
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Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues.
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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.
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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. 
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Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances.
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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.
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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.
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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.
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Analyzes current procedures, bringing suggestions for improvement to the attention of the Associate Director, Clinical Services-Access Center.  
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Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters.
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Other related duties as assigned.

Requirements

~1 min read

Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.

Required:

Graduate of an accredited nursing program. Active Pennsylvania Nursing License. Active New Jersey Nursing License or ability to obtain within 90 days.

Preferred:

Bachelor’s degree in Nursing.

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. Epic experience preferred. Previous contact center experience preferred. Previous management experience preferred. 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.

Ability to work from home in accordance with the Network Work from Home Policy if needed.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!