Clinical Triage Supervisor
4 weeks ago
At ST. LUKE'S UNIVERSITY HEALTH NETWORK, we are seeking a highly skilled and dedicated Clinical Triage Supervisor to join our team. This is an exciting opportunity to work in a fast-paced environment and contribute to the delivery of exceptional patient care.
Job DescriptionThe Clinical Triage Supervisor will be responsible for managing a team of Clinical Triage Specialists and Patient Engagement Partners to provide high-quality patient care in an afterhours setting. This role will involve ensuring patients receive appropriate clinical triage advice using approved protocols and guidance. The successful candidate will also provide mentoring and leadership support to the team, including performance feedback, resolving queries, and day-to-day training.
Key Responsibilities:- Oversee a team of Patient Engagement Partners and Clinical Triage Specialists-RN, serving as a resource and Subject Matter Expert (SME) for other team members and internal customers.
- Research complex issues and work with support resources to resolve patient issues and/or partner with others to resolve escalated issues.
- Effectively collaborate and maintain close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages.
- Serve as an escalation point for clinical patient issues and other POD team members requiring clinical support, providing clinical advice based on clinical protocols and procedures.
- Monitor productivity, clinical protocol adherence, and quality standards, proactively working to achieve defined service levels.
- Monitor activity, performance, and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center.
- Collaborate with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing, and flex daily staffing, and monitor supply and demand in order to maintain service levels.
- Ensure PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently.
- Provide clinical leadership to CTSs, regularly providing coaching and feedback to their team members for ongoing improvement and fostering a culture of collaboration and inclusivity.
- Analyze current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center.
- Collaborate with practices and PODs to maintain connection with the while serving as a point of contact for specialty team matters.
- Graduate of an accredited nursing program.
- Active Pennsylvania Nursing License.
- Minimum 3 plus 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, and previous management experience.
The salary for this position is estimated to be around $85,000-$110,000 per year, depending on experience and qualifications. ST. LUKE'S UNIVERSITY HEALTH NETWORK offers a comprehensive benefits package, including health, dental, and vision insurance, 401(k) plan, and paid time off.
How to Apply:To apply for this exciting opportunity, please submit 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 UNIVERSITY HEALTH NETWORK.
ST. LUKE'S UNIVERSITY HEALTH NETWORK is an Equal Opportunity Employer.
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