Supervisor, Clinical Triage (RN) - Access Center, Pediatrics

St. Luke's University Health Network • Full-time • Allentown, Pennsylvania, United States • 1m ago

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Supervisor, Clinical Triage (RN) - Access Center is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) to deliver an exceptional patient experience and ensuring patients receive proper clinical guidance related to direct care provided by the practices. This role will also perform mentoring and leadership support to the team of CTSs, such as providing performance feedback, resolving queries, and day-to-day training.

JOB DUTIES AND RESPONSIBILITIES:

Manages a team of Clinical Triage Specialists and serves as a resource and Subject Matter Expert (SME) for other team members and internal customers. Handles escalated calls, resolving more complex clinical patient issues independently and in real time whenever possible. Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues. Effectively collaborates and maintains relationships with practices to ensure appropriate clinical triage for patients and streamlined process for responding to clinical patient messages. 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. Monitors CTSs activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Director, Clinical Services. Partners cross functionally with the Clinical Trainer, Quality Assurance and other Clinical Triage Supervisors to ensure that the CTSs have effective training and QA programs and escalates, when necessary, the need for new or additional training and/or QA reviews. Collaborates with Director, Performance and Quality Management and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service level Ensures CTSs are properly equipped with necessary technology, resources, and tools required to triage patients and address clinical patient messages efficiently. 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. Analyzes current procedures, bringing suggestions for improvement to the attention of Director, Clinical Services. Collaborates with the practice to establish a connection with the Operation Manager while serving as a point of contact for specialty team matters.

OTHER FUNCTIONS:

Other related duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

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.

POTENTIAL ON-THE-JOB RISKS:

Identified Risks, None Identified and/or Fit Tested Statement Which States That:

None Identified

SPECIFIC PROTECTIVE EQUIPMENT AVAILABLE:

MOST COMPLEX DUTY:

SUPERVISION (RECEIVED BY AND/OR GIVEN TO):

COMMUNICATIONS: The required competencies for this position are as follows:

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
Shares a compelling strategy that inspires others

ADDITIONAL REQUIREMENTS:

MINIMUM QUALIFICATIONS

EDUCATION:

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.

TRAINING AND EXPERIENCE:

Required

Minimum 3+years’ recent clinical experience in a physician office, home health, critical care and/or emergency room.
Electronic Medical Record system experience.

Preferred

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

WORK SCHEDULE:

Day, middle or night shift with varying hours based on the needs of the Access Center.

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!!

St. Luke's University Health Network is an Equal Opportunity Employer.

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