Service Center Nurse Supervisor in Ann Arbor, Michigan at Trinity Health - IHA

POSITION DESCRIPTION:

This position provides leadership and supervises Patient and Practice Service Center (PPSC) triage nurses and medical assistants to ensure efficient, fiscally responsible and customer-responsive center operations; provides clinical leadership in establishing and achieving operational goals. Supervises and develops service center staff in order to maintain outstanding service and a high level of employee morale.

ESSENTIAL JOB FUNCTIONS:

Supervises day to day operations of assigned PPSC clinical staff and services provided to ensure efficient, fiscally responsible and customer responsive operations.

Ensures efficient and effective scheduling for the PPSC Representatives and maintains Time & Attendance program; coordinates timekeeping and time-off requests; and maintains appropriate staffing at all times. Fills in as PPSC Representative, when needed.

Evaluates the performance of PPSC triage nurses, and medical assistants, recommends merit increases, promotions and corrective actions in accordance with IHA service and human resource guidelines. Maintains teamwork environment and a high level of employee morale.

Ensures that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the PPSC performance goals and objectives through regular communications. Provides team members additional training if needed. Effectively organizes training materials for new employees.

Ensures all clinical workflows and protocols are followed.

Performs quality reviews on staff work and recorded telephone calls. Manages PPSC call data and phone data reports.

Works 1:1 with PPSC team members to ensure quality of work.

Participates in process and procedure development. Works collaboratively with the service center leadership team to improve PPSC services, additional services and achieve PPSC goals.

Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.

Manages more complex patient calls and clinical issues.

Assists with all aspects of clinical work including, telephone triage, medication refills and all other assigned clinical work.

Participates in clinical meetings and works collaboratively with the division providing input and feedback on improving clinical operations, patient safety and efficient operations.

Manages all internal and external complaints, manages compliance log, compiles data to provide monthly reports.

Attends required internal and external meetings, performs other administrative support tasks, and assists in the development and oversight of the office budget.

Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.

Must be able to work effectively as a member of the PPSC team.

Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.

Maintains knowledge of and complies with IHA standards, policies and procedures.

Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.

Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

Uses resources efficiently.

If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree/graduate of an accredited Registered Nursing Program.

CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan. Valid CPR certification

MINIMUM EXPERIENCE: Minimum of 3 years’ previous experience in a supervisory position is strongly preferred. Knowledgeable in telephone or office triage; other triage experience will be considered.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

Ability to effectively supervise and manage functional area within the PPSC, providing feedback and guidance to staff. This may include managing staff on non-day shifts.

Ability to maintains teamwork environment and a high level of employee morale.

Demonstrated ability to administer a comprehensive training program for new and existing PPSC staff.

Knowledge of billing and managed care department services and organizational policies related to position responsibilities.

Knowledgeable in telephone or office triage.

Ability to perform mathematical calculations needed during the course of performing basic job duties.

Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Mitel Connect, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation. Ability to use other software as required while performing the essential functions of the job.

Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.

Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.

Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors, external customers and community groups.

Ability to cross-train in other areas of department in order to achieve smooth flow of all operations.

Good organizational and time management skills to effectively juggle multiple priorities and time constraints.

Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving patient call issues.

Ability to handle patient and organizational information in a confidential manner.

Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office department operations.

Ability to travel to other office/practice sites and meeting and training locations.

Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

Physical activity that often requires keyboarding, phone work and charting.

Physical activity that often requires extensive time working on a computer.

Physical activity that sometimes requires walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.

Physical activity that sometimes requires lifting, pushing and/or pulling up to 20 lbs.

Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.

Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.