Clinical Operations Manager

2 weeks ago

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

At Chapters Health System, we are dedicated to making a difference in the lives of our patients and their families. Our mission goes beyond mere employment; it is about delivering exceptional care and support within our communities.

Role Overview:
The Clinical Manager of Triage is responsible for overseeing a dedicated team of nurses who provide telephonic support around the clock for patients and their families. This role involves active collaboration with the team to ensure all shifts are adequately covered while providing immediate decision-making support.

Qualifications:
  • Bachelor's degree in a relevant field or an equivalent combination of education and experience.
  • Current Florida RN license, active single-state out-of-state nurse license, or active multistate/compact nurse license.
  • Current BLS certification for healthcare professionals from a recognized organization.
  • A minimum of three years of relevant experience, including at least one year in a management role.
  • Experience in acute and/or post-acute care is preferred.
  • Proven ability to manage multiple tasks with attention to detail.
  • Experience managing remote teams.
  • Background in working with children, families, and group modalities.
  • Exceptional verbal and written communication skills.
  • Familiarity with EMR/EHR systems.
  • Ability to convey urgency and develop innovative solutions.
  • Capacity to manage competing priorities and handle emotional stress effectively.
  • Valid driver's license and automobile insurance as per company policy.
  • Willingness to travel to various locations as needed.
  • Ability to meet the physical demands of the role.
  • Capability to remain composed and effectively manage crisis situations.
  • Strong focus on outcomes with excellent time management skills.
  • Commitment to outstanding customer service.
  • Self-motivated with minimal supervision required.

Core Competencies:
  • Completion of competency requirements for this position.

Employee Responsibilities:
  • Represent the organization professionally through the care and services provided.
  • Adhere to all state, federal, and local regulations, maintaining a strong stance against fraud and abuse.
  • Follow company policies, procedures, and best practices.
  • Observe health, safety, and security protocols.
  • Maintain confidentiality regarding patients, families, and sensitive information.
  • Utilize resources responsibly and efficiently.
  • Engage in community and professional organizations to promote the company.
  • Proactively participate in performance improvement initiatives.
  • Enhance personal professional knowledge and skills.
  • Advance skills in electronic media.
  • Support company research and educational initiatives.
  • Share expertise with colleagues in both formal and informal settings.
  • Engage in quality assessment and performance improvement activities as appropriate.

Leadership Success Factors:
  • Effective communication tailored to the audience.
  • Proactive initiative to achieve organizational goals.
  • Understanding and acceptance of management responsibilities.
  • Sound judgment based on logical reasoning and factual information.
  • Strategic planning and resource allocation.
  • Effective leadership and guidance of team members.
  • Adherence to ethical standards and regulatory compliance.

Key Responsibilities:
  • Oversee telephonic staff managing patient-related inquiries and ensure exceptional customer service.
  • Maintain relationships with community members and internal stakeholders for efficient patient information processing.
  • Ensure initial and ongoing training for staff to maintain service level competency.
  • Guarantee adequate staffing to fulfill departmental responsibilities.
  • Prioritize interventions to effectively address operational and care delivery challenges.
  • Conduct timely employee evaluations and regular meetings with direct reports.
  • Participate in clinical operations meetings to review performance metrics and improvement plans.
  • Communicate organizational changes to staff promptly.
  • Hold staff accountable for productivity standards.
  • Perform additional duties as assigned.

This position requires consent to drug and/or alcohol testing following a conditional offer of employment, as well as ongoing compliance with the Drug-Free Workplace Policy.

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