Clinical Triage Supervisor

1 month ago


Easton, Pennsylvania, United States ST. LUKE'S UNIVERSITY HEALTH NETWORK Full time

Job Summary:

The Clinical Triage Supervisor is responsible for managing a team of Clinical Triage Specialists and Patient Engagement Partners to deliver exceptional patient experiences in an after-hours setting. The supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance.

Key Responsibilities:

  • Oversee a team of Patient Engagement Partners and Clinical Triage Specialists-RN, serving as a resource and Subject Matter Expert 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, and provide clinical advice based on clinical protocols and procedures.
  • Monitor productivity, clinical protocol adherence, and quality standards and proactively work 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 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 provide coaching and feedback to their team members for ongoing improvement and foster 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.

Requirements:

  • 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.

Competencies:

  • Strong business acumen.
  • Skilled in all forms of communication.
  • Effectively able to develop self and others.
  • Leadership presence/EQ, presents as a composed and competent leader.
  • Quality focused.
  • Exudes patient and customer service focus.
  • Shares a compelling strategy that inspires others.

Work Environment:

The Clinical Triage Supervisor will work in a fast-paced, dynamic environment, collaborating with a team of healthcare professionals to deliver exceptional patient experiences. The supervisor will be responsible for ensuring the team is properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently.

What We Offer:

St. Luke's University Health Network is an Equal Opportunity Employer. We offer a competitive salary and benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off.



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