Essential Duties and Responsibilities:
. Under the direction of the Director, oversees and directs the efficiency of the workflow for team members.
. Serves as a resource to team members in resolving clinical and/or policy questions.
. Identify and implement quality improvement process within the scope of the organization's goals and objectives.
. Works with Director to communicate with team members the department's objectives, standards, and expectations. Develops objectives
and standards in conjunction with management.
. Researches and resolves customer service issues regarding specific cases and/or policies. Communicates problems and resolution to management,
other departments, and callers.
. Interview, hire, train, and develop assigned employees, and evaluate team member's performance. Provide feedback whenever needed to employees
. Reports to management the individual performance of team members as it relates to service, clinical knowledge, case review, and productivity.
Completes and/or delegates as appropriate, written performance evaluation of
. Work with Director to develop and implement the clinical and operational policies and procedures. Review and update periodically.
. Promotes a positive and cooperative working relationship among team members, other team leaders, management, and other departments.
. Coordinates time off requests of team members to ensure adequate staffing levels for the department.
. Work with Director to identify potential risk management issues with timely follow-up.
. Participate in budget process as directed by Director
. Prepares, analyzes, and submits administrative reports.
. Function in NurseCounselor role 50% of the time.
. Responsible for management oversight of 24 Hour Services staff every other weekend.
. Able to manage multiple priorities.
. Be available for Marketing and Sales Support.
. Work with Director to be the Key contact for clients during implementation and upon completion of implementation.
. Travel may be occasionally required to meet client needs, for sales support, and promotional activities.
. Participates on management committee
. Must have 24 hour on-call availability in collaboration with the Supervisor and Director.
. Participate in RFP process as needed.
. Participate in accreditations and certifications for the company with the Supervisor and Director.
Education and/or Experience:
. Concurrent RN licensure in state of NH.
. Nursing degree or diploma with 10 or more years of experience or MS/MSN with 5 years of experience.
. Clinical experience involving substantial public contact and previous triage and education role.
. Management/Supervisory experience.
. Experience with quality management/risk management programs at the management level.
Strategic planning/program development experience.
. Project implementation expertise.
. Active membership in professional organization highly desired to maintain and promote industry contacts.
. Current CPR certification required.
. Certification in nursing specialty highly desired, especially Telephone Triage.
Knowledge and skills: (i.e., verbal and written communication skills, analytical skills, organization skills, computer knowledge, sales knowledge,
. Demonstrated nursing professionalism.
. Conflict management/negotiating skills.
. Knowledge of organization and community resources.
. Computer literacy with Window Operating System.
. Highly motivated self-starter.
. Excellent written, verbal and interpersonal communication skills
. Works effectively with minimum supervision.
. Time management skills.
. Works well as a team player and has excellent team building skills.
Bottom line requirements:
1. Concurrent RN licensure in state of NH or another state that can transfer.
2. Nursing degree or diploma with 10 or more years of experience or MS/MSN with 5 years of experience.
3. Clinical experience involving substantial public contact and previous triage and education role.
4. Management/Supervisory experience.
5. Local or Regional (close enough to drive in for an interview and easy move).
6. Certification in nursing specialty highly desired, especially Telephone Triage.