Transfer Center Supervisor RN/LPN

Transfer Nurse (RN), Transfer Center Job Type: Full-time | Nights (7a-7p) Position Summary The Telephonic Transfer Center Supervisor – Nurse (RN/LPN) is responsible for ensuring that team members provide the highest level of customer service to callers. The Supervisor uses appropriate procedures, tools, and resources to assist with call volume, manage inbound cases, support, train, and coach staff as needed, and act as a liaison between internal and external customers, providing patient‑centric care and facilitating timely transfers. Essential Functions Oversee all aspects of department activities on a daily basis, giving direction to Team Leads and acting as the liaison between leadership and frontline staff to advocate consistency and standardization of processes. Provide ongoing efficient communication to staff by acting as an extension of the Manager. Stay up to date with all departmental procedures, protocols, and communications to ensure adherence of appropriate processes for final referral resolution. Motivate and encourage agents through positive communication and feedback. Monitor department performance objectives, meet standards, and ensure customer satisfaction goals are met. Train and educate transfer center staff on standard protocols and customer service best practices. Collaborate and monitor while working with the education team to prepare and deliver new and ongoing training for staff using the most up-to-date information. Act as a resource for all team members, including Clerks, Coordinators (RN, LPN, Paramedic, EMTs, Social workers, and Non‑Clinical). Monitor queue(s) and track inbound/outbound calls; keep staff aware of inbound/outbound calls, calls waiting, abandonment rate, etc. through the shift. Provide coverage as needed by holding self and staff accountable in their roles. Collaborate with Workforce Management by managing productivity goals set by the department, holding staff accountable during their shifts with breaks, meal breaks, etc. Responsible for resolving problems and complaints in real time; assist with escalated calls as needed. Hold staff accountable with the ongoing education being offered and delivered with most up-to-date information. Identify frequently encountered problems/questions/solutions and work with appropriate personnel to provide best service. Meet with staff on a bi‑weekly/monthly basis to provide ongoing feedback focusing on KPI and overall performance goals for the department and individuals. Assist Manager/Director with employee annual performance review by giving consistent feedback about individual staff. Work to consistently have tools and aids for employees that are accessible, accurate, and current to ensure that Transfer Center staff receive the appropriate support and training to apply the best skills and knowledge on the job. Continuously enhance knowledge and awareness of industry standards, trends, and best practices to strengthen organizational knowledge and the Transfer Center. Create and maintain files on each designated employee as they relate to attendance, production, and reviews. Assist manager/director by conducting candidate interviews and offering input into the hiring decision. Maintain department policies and procedures, reviewing and updating as needed. Actively participate in special projects as needed and be a change agent for new processes and tools to the team. Continuously monitor department processes and recommend to management new and innovative ideas for service improvement. Competent in the application of Medical Necessity criteria. Educates nurses, physicians, and ancillary staff in level of care and admission/transfer issues/opportunities. Through effective and professional communication, act as a liaison between physicians, patient/family, hospital staff, and patient care areas, outside agencies to promote efficient patient flow. Demonstrates knowledge of regulatory requirements, EMTALA, Lifepoint Health Ethics and Compliance policies and quality initiatives; monitors team compliance and implements process changes to ensure compliance with such regulations and quality initiatives as they relate to the provision of the Transfer Center. Tracks and trends barriers to patient flow, makes recommendations and develops action plans to improve processes and systems. Engages in departmental "team" approach to ensure all elements are communicated (both written and verbal) to facilitate patient transfer and/or throughput. Adheres to established protocol, procedure, and standard of care, escalates issues through the established Chain of Command in a timely manner. Must be able to multitask by attentively listening and simultaneously typing 38‑40 wpm. Must meet Internet speed requirements: Upload 50 or more; Download 100 or more. Must have clear understanding of the Transfer Center Key performance indicators and be a part of the vision to reach the goals. Will consistently work in a rapidly changing environment. Additional Information Reports to: Access Point Behavior Transfer Center Manager and/or Director Nature of Supervision Received: Minimal; individual proceeds on his/her own, in compliance with policies, procedures and practicing as prescribed by immediate supervisor. Positions Supervised: Access Point Behavior Team Members Interactions with: External and Internal Customers Knowledge, Skills & Abilities Education: Graduate of an accredited school/college; Bachelor's degree preferred. Experience: Three years of related clinical experience in an acute care setting (ED or Critical Care Preferred); Behavior Health experience is preferred. Demonstrated skills in problem solving, analytical and critical thinking, prioritization, negotiation, conflict resolution, proactive decision making. Ability to establish and maintain collaborative and effective working relationships. Ability to communicate effectively in oral, written, and electronic formats. Required License/Registration/Certification: Current RN/LPN/LVN licensure in State of Residence; Must maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education. Statistical Mathematical Skills: Ability to work with mathematical and algebraic concepts such as probability, statistical inference, and forecasting; apply and analyze concepts such as fractions, percentages, ratios, and proportions to practical situations. Moderate Computer Skills: Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.; ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases, and presentations to support business objectives. Complex Communication: Frequently communicates complex information and interacts with management; can present, resolve, and address delicate situations; can motive and persuade others. Varied Business Problems: Problems are varied and complex, requiring analysis or interpretation of the situation; solved using knowledge and skills, general precedent, and practices. Department Specific: Decisions impact the management and operations within a department; may contribute to business and operational decisions that affect the department. Functional Independent Judgement: Provides and sets goals and priorities for functional area; may make recommendations for department policies, practices, and programs; makes decisions for and/or resolves problems for others. Project Planning/Organization: Handle multiple projects simultaneously including task delegation, project oversight, and resource allocation. Physical and Mental Demands While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment and Travel Requirements Noise level in the work environment is typical for an office and/or hospital environment. No travel required. EEOC Statement Life Point is an Equal Opportunity Employer. Life Point is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment. #J-18808-Ljbffr Health Support Center