Mgr, Call Center Advice Nurses

Job Summary: The principle purpose of this position is to manage the after hours advice nurse telephone process and appointment scheduling in the Call Center. After hours advice operation call volume can exceed 60,000 patient call backs per year. This manager will need strong experience in advice nurse telephone interactions, call center management, workforce selection and retention, and provide proven leadership ensuring quality judgment and care is exercised. Project management experience is necessary for the implementation of new technologies and the optimization of current tools. They will work closely with the Director of Nursing and Patient Care Services to develop and deliver quality programs and training. Ability to effectively interact with all levels of leadership is essential including physician and operational leaders. Will also work collaboratively with the Call Center Service Associates, Managers, Supervisors, Healthcare Teams and other departments to coordinate patient care activities. While the positions primary hours will be weekday normal business hours, it is essential to be available to the second shift and weekend staff as necessary. Will manage supervisors and charge nurses and 20 plus after hours advice nurses working evenings and weekends. Some weekend work may be necessary as well as travel to the regions medical offices. This position will routinely interact with a diverse group of internal customers that include physicians, shop stewards, and labor management. Essential Responsibilities: Supervise, develop, coach and mentor a large staff of Advice RNs. Provide patient safety by ensuring that advice nurses are following established Nursing Guidelines, Organizational Policies and Procedures, Standards of Care and Regulatory Agencies Standards. Responsible for ensuring advice to patients is properly documented and routed in KPs HealthConnect system. Monitor team performance to ensure productivity and quality standards are met. Ensures that patient calls are managed by registered nurses in a manner and time that maximizes customer satisfaction and minimizes risk exposure. Ensures that registered and licensed practical nurses are working within the scope of nursing practice. Ensures that telephone access standards and call back standards are met, 90% of calls returned in 30 minutes or less. Responsible for data reporting concerning advice nurse metrics such as quality scores and phone metrics. Responds to formal (Member Services) and informal (Quality Improvement Concern form) member concerns raised by patients, providers and others in a timely manner. Participates in Call Center Quality Improvement Program to include call management, nursing documentation, customer service skills and quality of KP On - Line advice responses. Responds to emergencies according to Call Center and organizational policies and procedures. Contributes to the development, review and recommendation for changes to the Nursing Guidelines and Kaiser Permanente Policies and Procedures. Develops monthly work schedule for all Call Center registered nurses, Licensed Practical Nurses and Central Communication Operators. Leads annual review staff performance utilizing the Performance Development Process. Participates in the orientation and training of new hires and the ongoing coaching and mentoring of incumbent staff. Strong relationship practices and frequent contact with Clinical Supervisors and Lead Physicians in the medical offices. Models and reinforces ethical behavior in self and others; shows consistency in words and action; conducts business with honesty; maintains confidences; admits mistakes. Future possibilities include managing nurse telecommuting pool and staff at multiple locations. Monitors KP On - Line advice responses for quality, timeliness and appropriateness. Supports the medical offices through the management of several after hours activities, such as critical lab, management of non-formulary prescription and outreach initiatives. Performs annual competency validation skills assessment.