Manager of Contact Center Operations (RN Triage Advisor Team)

Job Overview

About the Role

Join other nursing professionals in an encouraging environment where we support each other.

Responsibilities

• In partnership with the Medical Director, Nursing Practice and Education team, assures that evidence based/best practice clinical care is being delivered.
• Makes sure medical competency of clinical staff as appropriate.
• Advocates for patient, family and staff needs.
• Develops and maintains relationships with key business unit leaders.
• Collaborates to deliver service level standards and support models.
• Makes sure performance reporting on established service levels and key performance indicators to ensure business strategies, goals, and objectives are met.
• Supports the organizational strategic vision for the contact center including the full continuum of customer services as well as innovative technology solutions.
• Aligns business unit goals to overall organizational strategies.
• Manages and coordinates employee goals and performance.
• Ensures staff are trained, developed and empowered to effectively do their jobs.
• Manages performance appropriately and ensures development plans for staff are in place.
• Sets performance standards and provides feedback and recognition on job performance on an ongoing and timely basis.
• Conducts employee rounding, annual performance evaluations, coaching, and performance management.
• Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.
• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
• Partners with patient care giver in care/decision making.
• Communicates in a respectful manner.
• Ensures a safe, secure environment.
• Individualizes plan of care to meet patient needs.
• Modifies clinical interventions based on population served.
• Provides patient education based on as assessment of learning needs of patient/care giver.
• Fulfills all organizational requirements.
• Completes all required learning relevant to the role.
• Complies with all relevant laws, regulation and policies.
• Fosters a culture of improvement, efficiency and innovative thinking.

Requirements

• Bachelors Degree in Nursing
• 5 years nursing experience
• 3 years formal or informal (charge, lead, preceptor) leadership role
• Registered Nurse in Minnesota
• Registered Nurse Wisconsin within 120 Days

Preferred Qualifications

• Masters Degree in Nursing
• 2 years contact center
• 5 years nursing experience
• 5 years progressive leadership
• Basic Life Support (American Heart Assoc or Red Cross)
• Lean or black belt

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short-term and long-term disability insurance
• PTO and Sick and Safe Time
• Tuition Reimbursement
• Retail
• Early Access to Earned Wages
• Retirement

Pay

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.

Schedule

This role is 80 hours per pay period with some weekend availability required as needed.