Engagement Center Operations - Nurse Supervisor Clinical Operations Remote

Advocate Aurora Health; United States; Remote; Full time

Job summary

Advocate Aurora Health seeks an Engagement Center Nurse Supervisor for a full-time remote position. This role involves managing a multi-disciplinary team in a call center environment, ensuring quality service and patient safety while participating in strategic planning and change management initiatives. The ideal candidate has a Bachelor's degree in Nursing, five years of nursing experience, and strong leadership skills.

Benefits

Paid Time Off programs

Health and welfare benefits

Flexible Spending Accounts

Educational Assistance Program

Qualifications

• Requires a Registered Nurse License.
• Typically requires 5 years experience in nursing.
• Experience working with diverse skill sets and roles.

Responsibilities

• Oversees daily activities of a multi-disciplinary team.
• Implements processes for compliance with regulations.
• Conducts performance reviews and manages HR responsibilities.

Skills

Interpersonal skills

Problem-solving

Critical decision-making

Analytical skills

Project management

Education

Bachelor’s degree in Nursing

Tools

Microsoft Office Suite

Electronic medical record systems

Telephony systems

Job description

Department:

12707 Advocate Aurora Health Corporate - Engagement Center Operations (ECO): Nursing Administration

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

Full time remote position. day and PM supervisor openings. minimal holiday and weekend requirement

The Engagement Center Nurse Supervisor oversees and coordinates the day-to-day activities of a multi-disciplinary team and the operations they support in a 24/7 remote call center. Responsible for managing the assigned team to productivity, service, patient safety and quality targets. Cultivate and maintain positive and collaborative working relationships with direct reports, peers, leaders, and business partners. This role actively participates in and supports strategic planning, operations improvement activities, change management, project management, operational budget development and implementation of new services and technology.

Full time remote position. 10-hour shifts, Days and PM shifts available. 1 holiday commitment per year. On call weekend commitment every 6th weekend.

Major Responsibilities

• Supervises daily activities of a multi-disciplinary team including RNs, Medical Assistants and unlicensed team members to ensure quality, productivity, service, and patients safety expectations are met. Monitors clinical interaction volumes and acuity to adjust resources as necessary in real-time.

• Collaborates with clinical quality and education peers to develop and implement audit criteria, resources, and training necessary to support team member success in delivering high quality service and safe patient care. Provide 1:1 and group coaching as necessary based on individual team member performance and outcome trends.

• Coordinate, communicate and implement processes and/or activities necessary for compliance with organizational policies, licensure, and state/federal regulatory requirements. Collaborate with clinical education to develop and implement continuing education required for licensure.

• Functions as a liaison with various internal/external business partners to identify opportunities for optimization, service gap closure, increased consumer experience and increased patient safety. Resolves patients, customer, and business partner concerns in collaboration with manager when appropriate.

• Actively participates in strategic planning and implementation to support departmental and organizational goals. Develops and implements change management, communication, and sustainment plans in collaboration with manager.

• Collaborates with team members, leadership, and business partners to continually assess and optimize workflows as well as develop and implement new workflows and/or lines of service.

• Performs human resource responsibilities for team members including coaching, performance reviews, hiring, compensation changes, promotions, career ladder progression, professional development, performance improvement planning and separations. Responsible for team member engagement activities and outcomes.

• Responsible for understanding and adhering to the organization’s Code of Ethical conduct and for ensuring personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.

Due to complex requirements, remote work is NOT permitted for short or long periods in: CA, DC, CO, CT, HI, MA, MD, MN, NJ, NY, OR, RI, VT, WA and working Internationally (this includes working while on vacation).

Licensure and/or Certifications Required

• Registered Nurse License

Education and Experience Required:

• Education: Bachelor’s degree in Nursing or equivalent experience

• Experience: Typically requires 5 years experience in nursing

Knowledge, Skills and Abilities Required

• Excellent interpersonal, problem-solving and critical decision-making skills.

• Advanced computer skills to include Microsoft Office Suite and database applications. Functional experience with electronic medical record and telephony systems preferred.

• Demonstrated ability to work with a variety of individuals, skill sets and roles.

• Excellent written and verbal communication skills. Ability to tailor messaging for a variety of audiences.

• Demonstrated ability to prioritize multiple responsibilities and tasks with a high-level of autonomy.

• Experience with project management, sustainment planning, and operational budgeting.

• Results and detail-oriented approach. Strong analytical skills are necessary.

Pay Range

$43.30 - $64.95

Our CommitmenttoYou:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, andShort- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.