Senior Manager Nurse Navigation
4 weeks ago
Job Summary:
The Senior Manager Nurse Navigation is responsible for the daily management of the 24/7/365 center to ensure all client and internal performance requirements are met. This includes overseeing the operation of the Nurse Navigation program and staff locally as well as remote staff located throughout the United States.
Key Responsibilities:
* Telephony & Recording system user administration
* Liaison with internal and external telecom and technical support to avoid system interruptions
* Liaison with Workforce Management (WFM) teams to forecast and develop staff schedules
* Build and maintain client profiles and protocols in Logis CAD, Uber transportation and Lyft concierge systems, managing alternative destination data within various CADs
* Responsible for all aspects of staffing, scheduling, and system training for staff, including daily staffing schedule, call outs, timecards, FMLA, PTO and other staff related administrative duties
* Monitor CAD and telephony staff performance (ASA, AHT, ABD, Hold Time) to meet internal and contractual performance requirements
* Develop a method to move all reporting into Power BI
* Prepare KPIs and lead discussion on daily, monthly, quarterly, and yearly performance reports
* Prepare documents and reports to lead quality meetings
* Assisting in and/or preparing client monthly billing invoices
* Research and resolve customer complaints and issues
* Mentor direct reports and staff on performance strategies and requirements
* Participate as an internal consultant on issues including, but not limited to, operating metrics, financial performance, trends effecting customers and budget development
* Assist with implementation of new client or client programs
* Develop strong partnerships with stakeholders to gather, understand and define data and reporting requirements, including development of multiple iterations to arrive at best solution to meet current/future needs
* Assist with annual budget and business plan development matrixing with financial leaders
* Adhere to all company policies and procedures
* Participate in ongoing training, staff development, and quality assurance activities
* Assist in the development of procedures and process flow documents for training and performance improvement purposes
* Ensure resource list is up to date and has a specific flow process with each
* Assist in development of new protocols
* Prepare and review documentation, agency reports and statistical data
* Participate in activities that promote the Nurse Navigation Program and GMR organization at large
* Constantly demonstrates and maintains a high standard of confidentiality, integrity and accountability
* Assist in community resource development
* Perform other duties as assigned
Requirements:
* RN license required; BSN preferred
* Two (2) years healthcare customer service experience
* Experience as Call Center Manager or comparable position
* Proficient in MTLS, VoIP telephone, recording and other call center equipment/software programs
* Strong organization, project management, and problem-solving skills
* Effective oral and written communication and interpersonal skills
* Knowledge of Power BI, Excel, PowerPoint, Access, and Word is required
* Experience in public safety or medical services preferred
* Knowledge of performance evaluation and customer service metrics
* Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
* Outstanding communication and interpersonal skills
* Create and maintain a positive and cooperative work environment
* Ability to multi-task efficiently and effectively
* Be adaptable to change
* Act calmly and quickly in emergency situations
* Works in a fast-paced environment and has strong attention to detail
* Demonstrates a commitment to personal and professional growth through the advancement of leadership knowledge, skills, and abilities
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