Scheduled Weekly Hours:40
Work Shift: Nights (United States of America)
The Conduit Health Service Line Lead shares responsibility to oversee operations and performance as related to benchmarks, best practice, service level agreements, client expectations, regulatory processes as well as internal metrics and objectives. This function will require expert knowledge of applicable service line and the ability to perform the role(s) active within the applicable service. The service line lead will work in collaboration to ensure productivity and efficiency is facilitated. This employee may be asked to assist with additional functions within the Conduit Health business umbrella as deemed necessary and appropriate. The Conduit Health Partners Service line lead will maintain a standard of performance that prioritizes efficiency, productivity, safety, quality and experience that coincides with the mission of the organization as well as identified key strategic or performance initiatives, professional, clinical standards, policy and evidence-based research will guide practice, service and care delivery.
Essential Job Functions- Monitors operations and performance as it relates to efficiency and productivity for applicable service.
- Identifies, reports and investigates customer service/ process opportunities and facilitates a plan for resolution or improvement in a timely manner.
- Designs and implements processes to ensure benchmarks, service level agreements, best practices, client expectations, regulatory processes as well as internal metrics are prioritized, and related objectives are met.
- Individually and collaboratively designs, implements, validates and reviews in regular cadence workflows to guide service provision.
- Provides direction and support to frontline staff to ensure performance levels are achieved and maintained and accountability is promoted.
- Understands and incorporates performance improvement, problem solving and work force management methodologies including but not limited to scheduling as it pertains to team performance and service line.
- Provides additional support to Conduit Health Partners business functions as identified to ensure all patient and client needs are being met and continuity of Conduit Health Partners business operations is maintained.
- Participates in process improvement, professional development, peer development, peer review and shared governance.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation and appropriate within the scope of practice for the registered nurse.
Licensing/Certification- RN License in state of practice (required)
Education- Bachelors in Nursing, Business, IT (required)
- Master's degree in Nursing, Business, IT (preferred)
Work Experience- 1 year acute care nursing with leadership, productivity, and PI methodology experience required.
- Call center, quality monitoring, performance improvement experience preferred.
Training- EPIC Electronic Health Record (preferred)
Skills- Microsoft Word, Excel, Powerpoint
- Performance management
- Knowledge of clinical call center principles
- Attention to detail
- Critical thinking
- Communication
- Change management
- Crucial conversations
- Teamwork
- Conflict resolution
- Active listening
- Relationship building
- Agility and adaptability
Range- Minimum: $40.99
- Maximum: $65.58
Many of our opportunities reward* your hard work with:
- Comprehensive, affordable medical, dental and vision plans
- Prescription drug coverage
- Flexible spending accounts
- Life insurance w/AD&D
- Employer contributions to retirement savings plan when eligible
- Paid time off
- Educational Assistance
- And much more
*Benefits offerings vary according to employment status.
Department: SS Conduit Health - Transfer Center
