Manager of Contact Center Operations (RN Triage Advisor Team)

Telephone Triage Nurse Line Advisor

Apply today to join our 34,000+ employees and 5,000+ system providers working to build lasting relationships with the people we serve: our patients, our communities, and each other!

Are you ready to use your nursing skills and continue making a difference while not having to be full time or needing to face the physical demands of a hospital or clinic nurse role? On the Telephone Triage Nurse Line Advisor Team with Fairview, that's what we do! Join other nursing professionals in an encouraging environment where we support each other.

The Nursing Manager for the Contact Center (RN Triage Team) manages nursing practices in the contact center setting in collaboration with the medical director. This includes nursing practice within symptom-based triage, patient education, result management, and protocolized medication refills while aligning all functions with quality and safety, regulatory compliance, finance and other operational accountabilities. The position requires understanding of contact centers and the interrelatedness with partners and developing/executing strategic plan for functional areas.

Schedule: This role is 80 hours per pay period with some weekend availability required as needed.

Responsibilities

• In partnership with the Medical Director, Nursing Practice and Education team, assures that evidence based/best practice clinical care is being delivered. Monitors and evaluates indicators that reflect the important aspects of care and service. Insures medical competency of clinical staff as appropriate. Initiates recommendations and follow-up actions to respond to identified problems.
• Advocates for patient, family and staff needs.
• Develops and maintains relationships with key business unit leaders. Collaborates to deliver service level standards and support models. Monitors and responds to performance reporting on established service levels and key performance indicators to ensure business strategies, goals, and objectives are met.
• Supports the organizational strategic vision for the contact center including the full continuum of customer services as well as innovative technology solutions. Aligns business unit goals to overall organizational strategies.
• Provides oversight of daily department operations. Monitors operations and efficiency of area of responsibility from a performance, resource perspective to achieve timely execution of objectives and strategies. Continually examines opportunities for standardization and/or consolidation. Recommends and implements operational changes that will improve patient centered care and service, productivity, quality and/or financial performance.
• Manages and coordinates employee goals and performance. Ensures staff are trained, developed and empowered to effectively do their jobs. Manages performance appropriately and ensures development plans for staff are in place. Sets performance standards and provides feedback and recognition on job performance on an ongoing and timely basis. Conducts employee rounding, annual performance evaluations, coaching, and performance management.
• Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.
• Demonstrates ability to provide 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 respectful 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 all relevant laws, regulation and policies
• Fosters a culture of improvement, efficiency and innovative thinking.

Required Qualifications

• Bachelors Degree in Nursing
• 5 years nursing experience
• 3 years formal or informal (charge, lead, preceptor) leadership role
• Registered Nurse in Minnesota
• Registered Nurse Wisconsin within 120 Days

Preferred Qualifications

• Masters Degree in Nursing
• 2 years contact center
• 5 years nursing experience
• 5 years progressive leadership
• Basic Life Support (American Heart Assoc or Red Cross)
• Lean or black belt

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information:

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status