Assistant Manager, Care Communication Triage

Essential Functions

• Supervises the telephone triage team including day-to-day processes and procedures (e.g. timekeeping, auditing)
• Assists in developing policies, procedures, goals, and objectives
• Tracks and reports team results to care transformation leadership
• Supports and trains on existing or new workflows/initiatives
• Fosters a team environment between triage staff in multiple territories
• Interviews, trains, coaches, and develops assigned employees
• Provides guidance and serves as a subject matter expert on all systems used by the triage team (e.g. EMR, patient engagement platform)
• Maintains performance, attendance, and productivity of assigned staff and provides regular feedback to team
• Affirms triage team needs and recommends needed changes to manager and/or director
• Assists with various projects as assigned
• Disseminates information to staff through regularly scheduled staff meetings
• Addresses patient calls, portal messages, tasks, and emails concerning a wide range of symptoms and other patient care topics in a timely manner
• Utilizes critical thinking and appropriate clinical judgment when evaluating patient needs
• Collaborates with clinics to identify treatment options and scheduling (e.g. symptom management treatment, lab draws, etc.)
• Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
• Maintains positive and effective working relationships with nursing and all other departments

Knowledge, Skills & Abilities

• Strong organizational and communication skills are essential
• Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods
• Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
• Competent in clinical skills and triage concepts
• Knowledgeable in the implementation and evaluation of clinical/nursing processes and patient care standards
• Maintain discretion and confidentiality in communications
• Knowledgeable in the implementation and evaluation of performance improvement projects
• Proficient in applicable computer software programs
• Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff

Education & Experience

• Valid Tennessee RN/LPN license (or compact state license)
• BSN preferred
• Minimum of 1-2 years management experience required; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
• Oncology experience in an outpatient facility preferred
• Current ONS Fundamentals Chemotherapy/Immunotherapy provider card or completed within 90 days of hire
• Certification in oncology nursing is required within two years of hire preferred