Help make a difference in the lives of people when they are most vulnerable; at home! The CareLine is a high volume telephone triage nursing department. Work alongside other nursing leaders in a very collaborative team to lead a large department of telephone triage RN’s and reception staff. As a CareLine nursing supervisor you will be leading evolution and managing change as we look at ways to continually ensure best practice for nursing telephone triage and innovative workflow solutions. You will meet with front line staff one-on-one to provide regular coaching and feedback. You will work with others on the leadership team to create and implement short term and long term goals, with a focus on high quality nursing care and customer service. The leadership team at the CareLine is close knit and works together to support one another and the staff. You will use your mentoring, writing and communication skills to a great extent. You will have the ability to utilize your nursing assessment skills to the highest level through quality assurance. The CareLine takes a broad spectrum of calls from primary care to specialty care, pediatrics to geriatrics. There is a heavy focus on education, training and quality based on the foundation and principles of telephone triage nursing practice brought forth by the AAACN (American Academy of Ambulatory Care Nursing).
At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable.
Accountabilities: • Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures. • Participates in Ongoing Guideline Reviews (ICSI, Consulting Nurse). • Serves as a liaison to Care Delivery Supervisors and attends monthly meetings. • Documents and maintains business processes and procedures. • Provides exceptional customer service support to escalated customer concerns and customer feedback. • Uses quality data to compile and track performance at team and individual levels. • Provides feedback to manager on team performance. • Develops and maintains Quality Assurance Program. • Trains new employees on the Quality Assurance Program. • Generates, records, and analyzes monthly reporting data for specific departmental metrics. • Identifies training and development issues and makes recommendations for resource allocation. • Incorporates, supports and promotes policy and procedural updates within the department and organization. • Acts as Quality Assurance consultant to the department. • Participates in business continuity planning and implementation. • Performs other duties as assigned to meet patient/customer/member needs and department goals.
Required Qualifications: • Graduate of RN program, BSN preferred. • Current RN licensure in Minnesota • Current RN licensure in Wisconsin within two months of hire • Minimum two years of nursing and customer service experience. • Excellent oral, written and interpersonal communication skills. • Exceptional listening skills. • Excellent analytical and problem solving skills. • Excellent organizational skills and attention to detail. • Intermediate level of knowledge/expertise with PC hardware and software (Microsoft Word and Excel). • Strong knowledge of customer service processes and techniques. • Demonstrated ability to work well in team environment. • Dedication to providing exceptional customer service. • Demonstrated ability to prioritize multiple projects and tasks. • Ability to adapt well to change. • Ability to work some evening and weekend hours, including being on-call (on a rotating schedule with management team).
Preferred Qualifications: • Previous RN/Nurse call center/triage experience. • Previous work experience with monitoring a data management system. • Previous work experience in an HMO or insurance industry call center. • Demonstrated experience providing effective feedback and/or previous supervisory experience.
HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for Job ID # 44897.
Founded in 1957, HealthPartners is the largest consumer-governed, non-profit health care organization in the nation. It is dedicated to improving the health of its members, patients and the community. HealthPartners provides a full-range of health plan services including insurance, administration and health and well-being programs. It serves more than 1.4 million medical and dental health plan mem...bers nationwide, and is the top-ranked commercial plan in Minnesota. Its Medicare plan has the highest rating (five stars), which only 11 plans in the nation achieved in 2013. Since its combination with Park Nicollet in 2013, its care system includes more than 1,700 physicians; five hospitals; 50 primary care clinics; 21 urgent care locations; and numerous specialty practices in Minnesota and western Wisconsin. In addition, Stillwater Medical Group, part of the HealthPartners family of care, includes 80 physicians serving the St. Croix Valley region. HealthPartners Dental Group has more than 60 dentists and 21 dental clinics. HealthPartners also provides medical education and conducts research through its Institute of Education and Research