Job: AH Supervisor MA/RN Nurse Triage

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Job Description

AH Supervisor MA/RN Nurse Triage

Business Office ยท Patient Contact Center
Plantation, FL
Health Care
Full Time, After-Hours
Weekly Schedule: Thurs - Fri 8pm - 9amSat 8pm - 9am
Bilingual: Preferred
Bilingual Type: Spanish
Posted 06/19/2017
Req # 192
    • Assists in managing, proving continuous support  and training to new and existing employees in the Patient Contact Center during After-Hours.  
    • This list may not include all of the duties that may be assigned.
    • Can expertly perform all the essential job functions of a Phone M.A. 
    • Assists Clinical Manager with training/orientation, monitoring and mentoring AH employees on departmental policies, procedures and ensures policies are being followed. 
    • Assists the Clinical Manager in the evaluation of the staff and remediation of areas of opportunities.   
    • Assists the Clinical Manager with supervising the AH employees’ daily punches, performance, overtime management and call outs. 
    • Responsible for the monitoring of After Hours agents phone activity (Not-Ready reports, Quality Monitoring, Score Cards, etc.) 
    • Assists the Clinical Manager in the shift transition process to ensure seamless shift coverage from days to After Hours.  
    • Coordinates, directs and evaluates activities of staff ensuring that the department runs smoothly. 
    • Adjusts work schedules and hours as necessary and delegates assignments to staff. 
    • Assists with A/H employees’ performance evaluation and provides feedback as needed.  
    • Uses knowledge to provide assistance and answer questions to address customer inquiries. 
    • Maintains a high level of expertise related to policies and procedures.  
    • Works independently and adapts quickly and resourcefully to changing situations and business needs.  
    • Maintains daily and weekly communication with management team to notify them of all identified areas of opportunity and implements quality improvement initiatives.  
    • Maintains communication between Human Resources, department heads (PCC Director and PCC Clinical Manager) and staff regarding matters such as administrative issues/problems, maintaining departmental goals or objectives and performing departmental evaluations. 
    • Assists Clinical Manager with performing new hire duties such as ensuring orientation/ new hire paperwork is completed and submitted to Human Resources for employee file. 
    • Resolves, documents and reports any conflicts/disputes or incidents/accidents involving staff. 
    • Assists Clinical Manager with insuring that staff is up to date and complies with legal regulations set out by HIPAA and OSHA and follows all OSHA and Safety requirements.
    • Education:
      • High School Diploma or equivalent. Graduation from an accredited practical/technical school of nursing or college.

    • Licensure:
      • L.P.N. or R.N. or M/A with certification and 1-3 years of work experience.

    • Knowledge, Skills & Abilities:
        • Knowledge of XPM/EHR and Contact Recorder desired.
        • Familiar with automated call distribution, IVR, and skill-based routing systems
        • Must have strong verbal, written, and interpersonal communication skills
        • Experience with coaching and mentoring employees.
        • Demonstrates ability to work well in a team environment.
        • Strong multi-tasking skills.
        • Attention to detail, accuracy and timeliness are critical.
        • General PC knowledge including Microsoft Office, Internet and Email

    • Experience:
      • Prefer one to three years of phone triage experience.  Knowledge of computers expected.  


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