CareLine Telephone Triage RN Supervisor

About the role

We have an exciting career opportunity for a CareLine Telephone Triage RN Supervisor to support our 24/7 telephone triage center (CareLine). This person will provide supervision and leadership for CareLine staff, assist with ongoing operations, ensure quality assurance, provide timely and effective feedback to staff, assist with some reporting and auditing and assist with projects and process improvements.

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, create exceptional experiences for those we serve and make care and coverage more affordable.

Schedule

Work schedule can be in 8 or 10 hour shifts as preferred. Schedule will include occasional weekday evening shifts and 1 weekend day per month (Saturday or Sunday). Weekend schedule will have flexible with start/end times.

Accountabilities

• 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.

Additional information

HealthPartners is nationally acclaimed for providing outstanding patient care and we offer an excellent salary and benefits package.

Required Qualifications

• Graduate of RN program, BSN preferred.
• Current RN licensure in Minnesota
• Current RN licensure in Wisconsin and Iowa 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).