Shift Leader, Health Link BC - Burnaby, BC

Provincial Health Services Authority; Burnaby; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player in healthcare is seeking a Shift Leader to oversee clinical and operational supervision for a dedicated team. This role involves critical thinking, effective leadership, and the ability to manage real-time challenges to ensure high-quality patient care. With a focus on continuous improvement and staff development, you will play a vital role in enhancing service delivery and fostering a supportive work environment. Join a team that values diversity and is committed to providing equitable healthcare across British Columbia. If you have a passion for nursing and leadership, this opportunity is perfect for you.

Benefits

Comprehensive benefits

Pension plans

Wellness resources

Flexible work options

Discount programs through WorkPerks

Access to training programs

Qualifications

• Graduation from an approved School of Nursing with current RN registration.
• 5+ years of relevant clinical nursing experience in various fields.

Responsibilities

• Lead and coordinate service delivery for Registered Nurses.
• Provide real-time coaching and support to nursing staff.

Skills

Critical Thinking

Leadership

Clinical Practice

Communication

Analytical Thinking

Problem Solving

Indigenous Cultural Safety

Education

Graduation from an approved School of Nursing

Current registration as a Registered Nurse with BCCNM

Tools

MS Office

Client Information Systems

Job description

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Shift Leader, Healthlink BC

HealthLink BC 811

Burnaby, BC

Note: As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

The Shift Leader is responsible for providing contact centre, clinical and operational supervision in real time to Registered Nurses 24/7/365.

What You’ll Do

1. Utilize critical thinking to lead and coordinate timely service delivery, including work assignment, prioritization, workplace solutions, and staff problem-solving to improve caller outcomes.
2. Make operational staffing decisions based on call flow and staffing levels, in collaboration with Workforce Management and the Manager; ensure service goals and care standards are met. Activate tier escalation protocols and take calls as needed.
3. Support effective service delivery by addressing questions related to clinical practice, information location, or business procedures.
4. Provide nurses with real-time and post-call coaching, evaluation, and feedback to support development, clinical practice, and ongoing education, with a focus on continuous improvement and patient-centered care.
5. Manage escalation support, including workplace safety, technical issues, communication, and documentation during real-time events.
6. Act as second-tier escalation support for patient and family concerns regarding care, participate in investigations of complaints, document appropriately, and implement corrective actions.

What You Bring

• Graduation from an approved School of Nursing with current registration as a Registered Nurse with BCCNM.
• At least five years of recent relevant clinical nursing experience in acute care, community health, public health, or continuing care.
• Minimum of one year of recent, related supervisory or leadership experience, or equivalent education, training, and experience.
• Proficiency in computers, including client information systems, MS Office, internet, email, and keyboarding at least 30 WPM.

You Also Have Demonstrated The Ability To

• Provide leadership and collaborate effectively with patients, staff, and management.
• Prioritize multiple demands in a fast-paced environment.
• Think analytically and adapt to new or unexpected events.
• Evaluate and maintain standards for nursing practice and patient care quality.
• Initiate and manage change effectively.
• Communicate clearly and effectively, both verbally and in writing.
• Role model, coach, and mentor staff, addressing performance issues professionally.
• Support staff during conflicts and promote a positive work environment.
• Establish and maintain effective working relationships.
• Understand and commit to Indigenous cultural safety, anti-racism, and related reports and initiatives.
• Possess knowledge of social, economic, political, and historical factors affecting Indigenous communities.

What We Bring

At PHSA, your work impacts the lives of British Columbians. We support our employees' health, wellness, and professional development through various programs and benefits, including:

• Opportunities for growth and recognition across BC’s largest employer.
• Access to extensive training programs and courses, including Indigenous Cultural Safety Training.
• Comprehensive benefits, pension plans, wellness resources, and holiday entitlements.
• Flexible and remote work options where applicable.
• Discount programs through WorkPerks.

Job Details

• Type: Two (2) Regular, Full-Time positions (FTE 1.00)
• Wage: $49.20 - $63.47/hour
• Location: 4170 Still Creek Dr, Burnaby, BC
• Hours: Rotating 0700-1915/1900-0715
• Applications: Accepted until filled
• Requisition: 176441, 176442

About PHSA

PHSA operates as a branch of the BC Ministry of Health, providing specialized health services across the province. We are committed to diversity, reconciliation, and equitable healthcare. Learn more at jobs.phsa.ca.