The Engagement Center Nurse Supervisor oversees and coordinates the day-to-day activities of a multi-disciplinary team and the operations they support in a 24/7 remote call center. Responsible for managing the assigned team to productivity, service, patient safety and quality targets. Cultivate and maintain positive and collaborative working relationships with direct reports, peers, leaders, and business partners. This role actively participates in and supports strategic planning, operations improvement activities, change management, project management, operational budget development and implementation of new services and technology.

Full time remote position. 10-hour shifts, looking at a start time of between 10am and 12pm CST. Will consider 8-hour shifts with a 12pm start time. No weekend commitment (subject to change). approx. 1-2 holidays per year. On call weekend commitment every 6th weekend.

Major Responsibilities

Supervises daily activities of a multi-disciplinary team including RNs, Medical Assistants and unlicensed team members to ensure quality, productivity, service, and patients safety expectations are met. Monitors clinical interaction volumes and acuity to adjust resources as necessary in real-time.

Collaborates with clinical quality and education peers to develop and implement audit criteria, resources, and training necessary to support team member success in delivering high quality service and safe patient care. Provide 1:1 and group coaching as necessary based on individual team member performance and outcome trends.

Coordinate, communicate and implement processes and/or activities necessary for compliance with organizational policies, licensure, and state/federal regulatory requirements. Collaborate with clinical education to develop and implement continuing education required for licensure.

Functions as a liaison with various internal/external business partners to identify opportunities for optimization, service gap closure, increased consumer experience and increased patient safety. Resolves patients, customer, and business partner concerns in collaboration with manager when appropriate.

Actively participates in strategic planning and implementation to support departmental and organizational goals. Develops and implements change management, communication, and sustainment plans in collaboration with manager.

Collaborates with team members, leadership, and business partners to continually assess and optimize workflows as well as develop and implement new workflows and/or lines of service.

Performs human resource responsibilities for team members including coaching, performance reviews, hiring, compensation changes, promotions, career ladder progression, professional development, performance improvement planning and separations. Responsible for team member engagement activities and outcomes.

Responsible for understanding and adhering to the organization’s Code of Ethical conduct and for ensuring personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.

​ Due to complex requirements, remote work is NOT permitted for short or long periods in: CA, DC, CO, CT, HI, MA, MD, MN, NJ, NY, OR, RI, VT, WA and working Internationally (this includes working while on vacation).

Licensure and/or Certifications Required

Registered Nurse License

Education and Experience Required:

Education: Bachelor’s degree in Nursing or equivalent experience

Experience: Typically requires 5 years experience in nursing

Knowledge, Skills and Abilities Required

Excellent interpersonal, problem-solving and critical decision-making skills.

Advanced computer skills to include Microsoft Office Suite and database applications. Functional experience with electronic medical record and telephony systems preferred.

Demonstrated ability to work with a variety of individuals, skill sets and roles.

Excellent written and verbal communication skills. Ability to tailor messaging for a variety of audiences.

Demonstrated ability to prioritize multiple responsibilities and tasks with a high-level of autonomy.

Experience with project management, sustainment planning, and operational budgeting.

Results and detail-oriented approach. Strong analytical skills are necessary.

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