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Patient Resources Manager

2 months ago

Temple Terrace, Florida, United States Chapters Health System Full time
Manager, Patient Resources (RN)

At Chapters Health System, we are dedicated to delivering exceptional patient care and outstanding service in our communities. As a vital member of our team, you will play a crucial role in our mission.

Position Overview:
The Clinical Manager of Triage is responsible for overseeing the teams of nurses providing telephonic support to patients and their families around the clock.

This role involves collaborating with your team to ensure all shifts are covered while providing immediate decision-making support.


Required Qualifications:
  • Bachelor's degree in a relevant field or equivalent experience
  • Active Florida RN license or valid out-of-state/compact nurse license
  • Current BLS certification from a recognized provider
  • At least three years of relevant experience, including one year in a management role
  • Experience in acute or post-acute care is preferred
  • Strong multitasking abilities with attention to detail
  • Proven experience managing remote teams
  • Familiarity with children, family, and group modalities
  • Excellent verbal and written communication skills
  • Experience with EMR/EHR systems
  • Ability to prioritize and develop innovative solutions
  • Capability to manage multiple tasks and handle emotional stress effectively
  • Valid driver's license and automobile insurance as per company policy
  • Willingness to travel to various locations
  • Ability to meet physical demands of the role
  • Capacity to remain calm and manage crisis situations
  • Strong focus on goals and exceptional time management skills
  • Commitment to outstanding customer service
  • Self-motivated with minimal supervision required

Core Competencies:
  • Successfully complete competency requirements for this role.

Employee Responsibilities:
  • Maintain a professional representation of the company through service delivery.
  • Adhere to all regulatory requirements and company policies.
  • Ensure confidentiality of sensitive information.
  • Utilize resources responsibly and promote the company in community engagements.
  • Engage in continuous improvement of personal and organizational performance.
  • Contribute to quality assessment and performance improvement initiatives.

Leadership Attributes:
  • Effective communication and adaptability to audience needs.
  • Proactive initiative to achieve organizational goals.
  • Strong judgment and decision-making skills.
  • Planning and organizing to meet specific objectives.
  • Ethical leadership and regulatory compliance education.

Key Responsibilities:
  • Supervise telephonic staff handling patient inquiries and ensure high service standards.
  • Foster relationships with community and internal stakeholders for efficient patient information processing.
  • Oversee staff training and monitor for ongoing educational needs.
  • Ensure adequate staffing levels to meet departmental responsibilities.
  • Prioritize interventions to resolve operational and care delivery challenges.
  • Conduct timely employee evaluations and regular meetings with direct reports.
  • Participate in clinical operations meetings to assess performance metrics and improvement plans.
  • Communicate organizational changes promptly to staff.
  • Hold staff accountable for productivity and performance expectations.
  • Perform additional duties as assigned.

This position requires compliance with drug and alcohol testing policies as part of the employment process.