CareLine Nursing and Quality Assurance Supervisor

About the role

The culture at HealthPartners is one of ownership, pride, service and most importantly, partnership. That spirit of partnership among employees, patients and the community helped us to earn a place on the Minneapolis/St. Paul Business Journal's List of the Twin Cities Great Places to Work. Join us for a career that offers respect, support and encouragement. You'll stay for the power of partnership.

Our continued growth has created an opportunity for a CareLine Nursing and Quality Assurance Supervisor. This position will provide supervision and leadership for all CareLine staff and assist with ongoing operations of department. To validate and ensure quality assurance by measuring individual and departmental service levels of all CareLine Staff (nursing and reception).

Provide timely and effective feedback to each staff member regarding their individual performance. Ensure quality of departmental documentation via report auditing and provide coaching when appropriate. Identify any individual or departmental quality trends, and provide feedback to appropriate areas for action.

Additional Responsibilities

• Responsible for supervising CareLine RN staff including hiring, orienting, training and development, coaching/discipline and dismissal of staff.
• Responsible for holding staff accountable and setting clear expectations.
• Performs annual performance reviews and provides on-going feedback.
• 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 Minnesota RN license.
• Minimum two years of nursing and customer service experience.
• 3-5 years of supervisory or management 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.

Pay and benefits

HealthPartners, nationally acclaimed for providing outstanding patient care, offers a comprehensive benefits package.

Health is what we do. Partnership is how we do it.

EOE