Manager Call Center Advice Nurses - Henry Town Center - Sign-on-Bonus

The principle purpose of this position is to manage the afterhrs advice nurse telephone process & appt scheduling in the Call Center. After hrs advice operation call volume can exceed 60,000 patient call backs per year. This Mrg will need strong experience in advice nurse telephone interactions, call center Mgmt, workforce selection & retention, & provide proven leadership ensuring quality judgment & care is exercised. Project Mgmt experience is necessary for the implementation of new technologies & the optimization of current tools. They will work closely w/the Dir of Nursing & Patient Care Srvs to develop & deliver quality programs & training. Ability to effectively interact w/all levels of leadership is essential including physician & operational leaders. Will also work collaboratively w/the Call Center Srv Associates, Mrgs, Supvs, Healthcare Teams & other departments to coordinate patient care activities. While the position's primary hrs will be weekday normal business hrs, it is essential to be available to the 2nd shift & weekend staff as necessary. Will manage Supvs & charge nurses & 20 plus after hr's advice nurses working evenings & weekends. Some weekend work may be necessary as well as travel to the regions medical offices. This position will routinely interact w/a diverse group of internal customers that include physicians, shop stewards, & labor Mgmt.

Essential Functions:

* Supervise, develop, coach & mentor a large staff of Advice RN's.

* Provide patient safety by ensuring that advice nurses are following established Nursing Guidelines, Organizational Policies & Procedures, Standards of Care & Regulatory Agencies Standards.

* Responsible for ensuring advice to patients is properly documented & routed in KP's HealthConnect system.

* Monitor team performance to ensure productivity & quality standards are met.

* Ensures that patient calls are managed by registered nurses in a manner & time that maximizes customer satisfaction & minimizes risk exposure.

* Ensures that registered & licensed practical nurses are working w/in the scope of nursing practice.

* Ensures that telephone access standards & call back standards are met, 90% of calls returned in 30 minutes or less.

* Responsible for data reporting concerning advice nurse metrics such as quality scores & phone metrics.

* Responds to formal (Member Srvs) & informal (Quality Improvement Concern form) member concerns raised by patients, providers & others in a timely manner.

* Participates in Call Center Quality Improvement Program to include call management, nursing documentation, customer srv skills & quality of KP On - Line advice responses.

* Responds to emergencies according to Call Center & organizational policies & procedures.

* Contributes to the development, review & recommendation for changes to the Nursing Guidelines & KP Policies & Procedures.

* Develops monthly work schedule for all Call Center registered nurses, Licensed Practical Nurses & Central Communication Operators.

* Leads annual review staff performance utilizing the Performance Development Process.

* Participates in the orientation & training of new hires & the ongoing coaching & mentoring of incumbent staff.

* Strong relationship practices & frequent contact w/Clinical Supvs & Lead Physicians in the medical offices.

* Models & reinforces ethical behavior in self & others; shows consistency in words & action; conducts business w/honesty; maintains confidences; admits mistakes.

* Future possibilities include managing nurse telecommuting pool & staff at multiple locations.

* Monitors KP On - Line advice responses for quality, timeliness & appropriateness.

* This job description is not all encompassing.

Basic Qualifications:

Experience

* Minimum three (3) years of progressive management and leadership experience.

* Minimum five (5) years of nursing experience.

Education

* Bachelor's degree in health care administration, business, or a related field OR four (4) years of experience in a directly related field.

* High school diploma or General Education Development (GED) required.

License, Certification, Registration

* Current RN licensure in the State of Georgia.

Additional Requirements:

* Excellent communication skills.

* Proven project management skills.

* Basic keyboarding skills.

Preferred Qualifications:

* Minimum five (5) years of management experience.

* Call center advice nurse operation experience.

* Management experience for advice nurse telecommuting pool.

* Experience in managing personnel in multiple locations.

* Bachelor of science degree in nursing

* Master's degree in business, health care administration, or related field preferred.