Supervisor Clinical Call Center - Nurse Connect

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Clinical CallCenter Supervisor oversees the daily (24/7/365) clinical operations for all ofthe Clinical Contact Center services. The Clinical Contact Center providesremote clinical assessment and decision making for primary and specialty carepatient populations across the UNC Health System. This role is chargedwith implementing and maintaining clinically safe, high quality and reliableservices across UNC Health. This position oversees a team ofapproximately 20-25 triage nurses requiring advanced training in a high-riskpatient virtual care setting including UNC Virtual Practice Services, and isresponsible for: recruitment and hiring, training and education, clinicalnursing service quality, technology support, information security and nursingdocumentation for all Clinical Contact Center telehealth services. Thisposition coordinates with Medical leaders across the health care system toprovide comprehensive and timely access to care, including our rapidly growingclinical and telehealth services at UNC Health. This position also worksclosely with scheduling and patient navigation teams across the system toensure a seamless patient experience, triaging patients and making sure theyget the right care they need quickly. This position collaborates withadministrative, technical and clinical staff across the UNC Health Caresystem.

Responsibilities:
1. Clinical Support and planning - Responsible for supervising a shift staff of 24/7/365 shared service clinical contact center offerings ensuring adequate health care access, high quality clinical care and patient satisfaction to a diverse patient and provider population. Actively monitor personnel performance and patient satisfaction.
2. Education/Research-Participates in and stays current with clinical education and training activities from high impact nursing and telehealth research. Participates in short and long range planning. Actively participates in the overall vision, mission, direction, goals and objectives of the UNC Health Care system. Participates in continuous improvement projects that align with strategic priorities and improve the patient experience with access to care.
3. RN level Triage Telehealth- Share clinical expertise in Clinical Call Center triage nursing across the health care system. Collaborate extensively with key health care stakeholders, providers and managers across the health care continuum
4.Qualitative Analysis-Work with manager on qualitative analysis with attention to detail and Technology Integrity. Engages with technology advocates to enhance patient access through virtual visits, texting platforms and telephony. Reviews and analyzes performance ongoing, identifies gaps, and develops recommendations for improvement.
5.Leading change- Discovers and validates opportunities to provide highly effective telehealth services to diverse populations and settings disproportionately affected by access to health care.

Other information:
Education Requirements:
* Bachelor's degree in Nursing
Licensure/Certification Requirements:
* Licensed to practice as a Registered Nurse in the state of North Carolina.
Professional Experience Requirements:
* Five (5) years of professional nursing in tertiary care and one (1) year of supervisor or team lead experience in specialty area. 2 or more years of telephonic nurse triage experience is preferred.
Knowledge/Skills/and Abilities Requirements:

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Nurse Connect

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$35.52 - $51.05 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Variable

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.