Nurse Supervisor - Phone Triage jobs in Minneapolis, MN

M Health Fairview is hiring for Remote Triage Nurse Advisor Supervisor! This position will be providing daily supervision of department expectations, employee hiring and training support, education, daily workflow monitoring, process improvement, performance management, and implementation of changes within their team in collaboration with their leaders. This role will review efficiency reports and lead staff to assure they maintain quality, customer service, and production standards.  

The schedule is 0.8 FTE (64 hours per two weeks) on Day/Evening Shift. We have a required every other weekend rotation; and an on-call rotation. 

Are you looking for benefits? We offer benefits for this role, including medical, dental, and vision coverage along with a 403b Retirement Savings Plan!

Training for this position requires flexibility to work full time (1.0 FTE) on-site for 4-6 weeks. Our training shifts are variable including days, mid-shift, evenings, and weekends. Following training, we work remotely. The work from home location is required to be within driving distance from Midway Corporate Campus in Saint Paul.

• Provides supervision and direction and collaborates with clinic leadership and supervises RN triage staff to address and resolve concerns
• Responsible for supervision of staff clinical protocol usage, review, change and educate staff on clinical upgrades.
• Maintains high standard of clinical proficiencies by periodically assisting customers.   
• Periodic multifaceted support of clinical educators, provide continuous support to team using broad clinical knowledge
• Uses quality improvement tools and techniques to assess work issues and recommend process improvements.  
• Monitors and reviews ongoing reports of call stats for total group and by agent.
• Identifies and implements strategies to improve customer happiness. Provides statistics to ensure compliance with service level agreements.
• Understands and demonstrates the importance of customer service by practicing active listening skills and anticipating the needs of the customer.
• Identifies, recommends, and potentially develops and delivers training as assigned to ensure standard methodologies in customer service.
• Conducts fair, accurate and timely performance reviews and monthly feedback sessions and mentoring on an ongoing basis.  Motivates staff for top-level performance through discovery of staff aspirations and talents and assists them in realizing their goals.
• Understands employee happiness and takes action to achieve results. Values the uniqueness within, respects the differences between individuals and models appreciation.  Establishes and reviews expectations that guide, motivate, and hold people accountable for their work including metrics.   
• Sets goals for the team with an understanding of call center software and reporting, is accountable for the achievement of identified goals
• Collaborates with the staffing team/leadership to ensure adequate staffing, plans and schedules work for staff.
• Demonstrates ongoing fiscal responsiveness within and outside area of responsibility.
• Assists with coordination of new hire and ongoing training needs.
• Builds positive relationships with collaborators, addresses urgent and increased customer service needs

Organization Expectations, as applicable:

Demonstrates ability to deliver care or service adjusting approaches to reflect developmental level and cultural differences of population served.

Partners with patient care giver in care/decision making.

Communicates in a respective manner.

Ensures a safe, secure environment.

Individualizes plan of care to meet patient needs.

Modifies clinical interventions based on population served.

Provides patient education based on as assessment of learning needs of patient/care giver.

Fulfills all organizational requirements.

Completes all required learning relevant to the role.

Complies with and maintains knowledge of all relevant laws, regulations, policies, procedures and standards.

Performs other duties as assigned.

Required

Education

Associates degree in nursing

Experience

3 years nursing experience

1 year of formal or informal leadership experience

Electronic health record experience

License/Certification/Registration

Licensed Registered Nurse in Minnesota 

Licensed Registered Nurse in Wisconsin (must acquire within 120 days of hire)

BLS for the Healthcare Professional

Preferred

Education

Bachelor's Degree 

Experience

5 years nursing experience

3 years formal or informal leadership experience

Contact center experience

Ambulatory, Telephone Triage (Schmitt Thompson Protocols), or Emergency Department Experience Preferred  

EPIC experience 

Experience with running multiple technology platforms (i.e. Calabrio, Cisco, Microsoft programs, Panviva, Salesforce)