Job Description

AH Supervisor MA/RN Nurse Triage

Business Office · Patient Contact Center
Plantation, FL
Health Care
Full Time, After-Hours
Weekly Schedule: Saturday-Weds 11am-8pm
Bilingual: None
Bilingual Type: N/A
Posted 07/03/2018
Req # 1785
  • PRIMARY FUNCTION
    • Assists in managing, proving continuous support  and training to new and existing employees in the Patient Contact Center during After-Hours.  
  • ESSENTIAL FUNCTIONS OF THE JOB
    • 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.
  • PERFORMANCE 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.  
COMPANY OVERVIEW: Founded in 1955, Pediatric Associates is one of the oldest and most respected pediatric practices in the United States. Pediatric Associates opened its first office in Hollywood, Florida. The Company was one of the first medical groups to introduce satellite office locations in consumer retail locations. They were also one of the first pediatric groups to embrace managed care in the 1970s, collaborating with insurance plans as healthcare partners with the common interest of providing South Florida's children with the best healthcare available. Today, Pediatric Associates is a national leader in pediatric population health management with over 200,000 patients under global risk. Keeping abreast of medical advances and changing lifestyles, Pediatric Associate’s modern facilities offer comprehensive services, including X-ray and state certified laboratories. The Company currently has 33 neighborhood locations, which are staffed by more than 200 employed providers who proudly serve families throughout Miami-Dade, Broward, Palm Beach, St. Lucie, counties, including Tampa and Jacksonville. Pediatric Associates will continue to bring the best possible healthcare service to its patients well into the 21st Century. Ease of access, prompt courteous service and responsiveness to our patients' concerns will always be their primary goal. Pediatric Associates has continued to thrive and today is recognized as one of the premier general pediatric and population health management practices in the United States.

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