Assistant Manager, Care Communication Triage

Assistant Care Communications Manager, Triage

Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

The Assistant Care Communications Manager, Triage uses excellent communication skills and clinical knowledge to effectively interact with patients, providers, clinic staff, and other Tennessee Oncology teams to accomplish seamless patient care. The Assistant Care Communications Manager, Triage directly oversees and supports the triage team. In conjunction with the Care Communications Manager and Directors of Care Transformation and Nursing, the Assistant Care Communications Manager, Triage will define and direct triage workflows and develop policies and procedures related to phone triage.

Essential Functions:

• Responsible for supervising the telephone triage team including day-to-day processes and procedures (e.g. timekeeping, auditing)
• Assists in developing policies, procedures, goals, and objectives
• Tracks and reports team results to care transformation leadership
• Provides support and training on existing or new workflows/initiatives
• Fosters a team environment between triage staff in multiple territories
• Interviews, trains, coaches, and develops assigned employees
• Provides guidance and serves as a subject matter expert on all systems used by the triage team (e.g. EMR, patient engagement platform)
• Monitors performance, attendance, and productivity of assigned staff and provides regular feedback to team
• Assesses triage team needs and recommends needed changes to manager and/or director
• Assists with various projects as assigned
• Responsible for dissemination of information to staff through regularly scheduled staff meetings
• Assists with triage coverage and scheduling
• Addresses patient calls, portal messages, tasks, and emails concerning a wide range of symptoms and other patient care topics in a timely manner
• Utilizes critical thinking and appropriate clinical judgment when evaluating patient needs
• Collaborates with clinics to identify treatment options and scheduling (e.g. symptom management treatment, lab draws, etc.)
• Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
• Monitors effectiveness of performance improvement projects/quality metrics
• Performs or assists with hiring, orientation, supervising, counseling, evaluating, disciplining or terminating personnel using organizational guidelines and departmental goals and objectives
• Maintains positive and effective working relationships with nursing and all other departments

Knowledge, Skills & Abilities:

• Strong organizational and communication skills are essential
• Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods
• Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
• Competent in clinical skills and triage concepts
• Knowledgeable in the implementation and evaluation of clinical/nursing processes and patient care standards
• Maintain discretion and confidentiality in communications
• Knowledgeable in the implementation and evaluation of performance improvement projects
• Proficient in applicable computer software programs
• Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff

Education & Experience:

• Valid Tennessee RN/LPN license (or compact state license)
• BSN preferred
• Minimum of 1-2 years management experience required; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
• Oncology experience in an outpatient facility preferred
• Current ONS Fundamentals Chemotherapy/Immunotherapy provider card or completed within 90 days of hire
• Certification in oncology nursing is required within two years of hire preferred

Physical Requirements:

• Must be willing and able to lift up to 25 pounds.
• Must be willing and able to travel to Tennessee Oncology clinics as necessary.