Description: To coordinate the delivery of quality patient care to facilitate member satisfaction with the Clinical Contact Center experience.
- Supervises and directs both clerical and nursing staff at the Clinical Contact Center: Resource for staff questions; problem resolution for members and providers; call and documentation monitoring; interpretation of individual and team performance data; attendance; phone performance; appointment booking; scripts and Protocol utilization.
- Is responsible for all appropriate documentation and reporting requirements, such as QA reports, performance evaluations, time sheets, and budget variance reports.
- Establishes performance goals and provides counseling, coaching, feedback, recognition, training and development to staff.
- Supervises the daily operations of staff and established work flows to achieve the service level goals for each department; appropriately shifts staff between departments and work flows as needed; monitors all Contact Center pools for adherence to response guidelines; monitors real-time adherence and activity of staff; monitors real-time inbound call queues.
- Works with the Clinical Contact Center Control Desk staff to develop and interpret accurate and useful data on phone performance; uses data to establish individual, team and department performance standards and well as evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals.
- Interviews applicants for the Tele-service role, using the formatted interview process, offering positions to qualified candidates.
- Follows the Corrective Action process with employees, when indicated and terminates employees appropriately utilizing this Corrective Action process.
- Ensures accurate electronic payroll for all direct reports per the established guidelines.
- Works with other Clinical Contact Center staff and leadership to identify trends; develop quality improvement programs focused on areas requiring improvement, training, retraining; areas of excellence to be emulated; methods, procedures and programs to increase external and internal satisfaction with KPMAS phone and appointment performance.
- Works with the Medical Director of the Clinical Contact Center to resolve provider concerns; develops training and quality improvement programs to ensure appropriate use of scripts and protocols.
- When needed works with Union Representatives, Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances.
- Serves as liaison to designated patient care department such as Pediatrics, OB, Adult Medicine, Surgical Specialties, Medical Specialties or Behavioral Health.
- Works with Directors and patient care departments to investigate and resolve patient concerns. Handles exceptions to normal advice procedure to accommodate member needs.
- Is responsible for implementing disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers crash. It requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating back up systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service.
- Minimum four (4) years of nursing experiencerequired.
- Minimum one (1) years of phone advice experiencerequired.
- Bachelor's degree in health care or nursing OR four (4) years of experience in a directly related field required.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- VA RN licensure required.
- Minimum one (1) year of supervisory/leadership experience in healthcare setting preferred.
- Ambulatory experiencepreferred.
- Computer literacy (especially spreadsheets) highly preferred.
- Bachelor's degree in health care or nursing preferred.
Job Number: 634030