Original Posting Date 7/10/2020

Provides management and supervision for the day to day responsibilities of the clinical operations within the Customer CARE Center geared towards providing a world class patient and family centered experience across the care continuum that meets or exceeds national benchmarks and contributes to profitable growth, customer satisfaction/retention, exceptional quality/value, and financial health. Key clinical operations areas include, but are not limited to Nurse Triage/Advice Line, Medication Reconciliation, Care Coordination/Intake/Assessment, Clinical Access, and other pertinent functions. Responsible for working in conjunction with the clinical operations team to develop a high performance clinical operational framework, protocols and process in order to ensure quality patient care safe, timely disposition of health-related problems and work flow and achievement of organizational goals. Provides direct management of the Customer CARE Center’s Nurse Triage Program utilizing the Schmidt & Thompson Protocols, EMR and other leading best practices. Provides direct assessment and disposition of symptom based calls by the use of telephone triage protocols; demonstrating clinical knowledge, skills and expertise. Demonstrates critical thinking skills, conflict management and customer service skills in serving as a role model and problem solver for the organization and unit. Acts as a resource for unit personnel and aids in resolving questions related to policy, standards and procedures. Recognizes and responds to patient health related issues providing direction, feedback and follow-up to staff, manager and other healthcare team members. Maintains overall knowledge of all Physician and Customer CARE Center scheduling profiles and guidelines in order to assist staff and managers with access to care requests. Demonstrates fundamental understanding of Customer CARE Center clinical operations and customer needs and supervises and manages the work activities of staff, including coordination of the work schedule and delegation of work assignments. Monitors and manage Customer CARE Center clinical operations performance statistics including average speed of answer, service level, abandon rate and quality assurance metrics. 

Manages critical human resource management functions, including but not limited to interviewing, hiring, on-boarding and training, workforce engagement, formal discipline and coaching, performance evaluations, and approves sick/vacation times and compensatory time. Monitors and critiques staff performance; provides coaching and counseling to staff to ensure excellent customer service; and provides clear, candid, timely and fair feedback. Responsible for managing customer service and ensuring consistent standard behavior standards (UI CARE) are consistently reinforced and embedded in operation. Sustain excellent satisfaction ratings with all UI Health patients and customer groups by acting as a liaison between the Customer CARE Center staff and customers. Optimizes staff productivity and engagement through daily staff rounding, mentoring/coaching, communication, and regular huddles. Evaluates and implements departmental systems and procedures, orients and trains staff and establishes and maintains an in-service departmental training program geared towards optimal service delivery. Performs operational audits to measure compliance of service delivery operations. Prepares routine progress reports to leadership and customers, identifies barriers, develops action plans and issues requiring escalation for resolution. Serves on multidisciplinary continuous improvement initiatives, projects and teams and acts as a change agent. Represents Customer CARE Center in the absence of the leadership. Performs other related duties as assigned and participate in special projects as assigned

• BSN degree required.
• RN License required.
• Current AHA BLS/CPR and other required unit-specific certifications
• Five (5) to seven (7) years of related relevant clinical experience Required.
• Requires awareness and understanding of legal implications of patient care activities and performance as a Registered Nurse
• Requires sufficient understanding and knowledge in the telephonic assessment of patients to detect and report obvious and/or dangerous changes in the condition of patients
• Effective communication skills (oral and written) that facilitate therapeutic relationships between patients, families and health care providers
• Is self-directed and works well in groups/teams exercising sound clinical judgment Intermediate computer skills with the ability to become proficient in EMR with on-the-job training.
• Excellent attendancine, interpersonal skills and work history required.