System Nursing Call Center Manager- Urology

About the role

Oversees the daily operations of patient care and resources, specifically related to triage nursing, medication management, and clinical referral review in the statewide systemized nursing call center. Aligns administrative strategy with frontline delivery by overseeing clinical workflows and resource management for service-line-specific PODs. Provides seamless continuity for patients across the state while ensuring the highest standards of safety, accuracy, and efficiency. Manages a team of remote direct reports while adapting to the specific accountability needs of the program to optimize both the patient and provider experience.

Responsibilities

• Reports to: System Nursing Call Center Specialty Director
• Direct Reports: 8-12
• Key Relationships: Urology, System Patient Access Center, Education Dept
• Manages the daily operations of patient care and resources
• Aligns administrative strategy with frontline delivery
• Oversees clinical workflows and resource management for service-line-specific PODs
• Ensures seamless continuity for patients across the state
• Ensures the highest standards of safety, accuracy, and efficiency
• Manages a team of remote direct reports
• Adapts to the specific accountability needs of the program to optimize both the patient and provider experience

Qualifications

• Bachelor's Degree is required
• Master's Degree is preferred
• Requires 4-6 years of relevant experience
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN License
• Requires that the RN has graduated from a nationally accredited nursing program
• Requires Basic Life Support certification through the AHA
• Candidate will need to complete quarterly RQI on-site to retain active BLS status
• Requires completion of Clinical Specialty Professional Certification within 1 year upon meeting eligibility requirements
• Requires knowledge in business applications
• Requires the ability to plan and manage the utilization of resources
• Requires knowledge of the principles of growth and development over the life span
• Requires knowledge and skills necessary to provide care appropriate to the age and development levels of the patients served
• Requires the ability to facilitate and lead work groups
• Requires the ability to apply the organization personnel policies and procedures
• Requires the ability to promote teamwork and build effective relationships
• Requires the ability to take initiative and meet objectives