Supervisor of Patient Engagement Center Triage

Discover. Achieve. Succeed. #BeHere

Location : US : WI : MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is HYBRID.

FTE : 1.000000

Standard Hours : 40.00

Shift : Shift 1

Job Summary :

The Supervisor, working with the Manager, provides general supervision, coordinates operations of an engagement center nurse Triage program servicing Froedtert & Medical College of Wisconsin patient and customer needs. Ensures that self and team have the tools and coverage necessary to service patients with regards to patient care needs and triaging to ensure a quality experience. Supervises day to day operations of clinical staff including implementation of established policies, protocols and procedures. Mentors, motivates and supports clinical staff and colleagues to attain excellence in professional nursing practice. Effectively develops positive working relationships with staff and providers in all levels of the organization. Demonstrates excellent written and verbal communication skills. Responsible for recruitment, retention, hiring and onboarding functions including day to day performance management, annual performance management, coaching and counseling. Ensures clinical staff compliance standards for competencies, assessments, licensure, certifications and other annual training requirements. Maintains interaction with departments whom the PEC clinical staff support to ensure call center needs are met. Researches and effectively troubleshoots service issues / escalations from Patient / Provider, using top-flight customer satisfaction practices. Assists the Engagement Center Manager and Director in monitoring operational performance and quality assurance with data to identify trends, measure productivity and ensure key performance indicators are met. Adheres to annual budget planning and responsibilities. Motivates and encourages agent / teams through positive communication and feedback. Leads by example and serves as a role model to all team members. Identifies areas of opportunity for process improvement.

EXPERIENCE DESCRIPTION :

Two years of experience in hospital or ambulatory care nursing is required. One year of previous supervisory experience is preferred. Experience using call center phone systems, Multiple Practice Management platforms, and Epic is preferred.

EDUCATION DESCRIPTION :

Professional knowledge of nursing theory and practice at a level normally acquired through completion of education at an accredited School of Nursing in order to be eligible for licensure as a Registered Nurse is required. Bachelor's Degree in Nursing is preferred.

TRAINING DESCRIPTION :

Preferred proficiency with Epic Nurse Triage Software and call center technology.

SPECIAL SKILLS DESCRIPTION :

Proven leadership and delegation skills. Demonstrated reliability and ability to maintain confidentiality. Strong interpersonal, leadership, team building and decision making capabilities to ensure effective and efficient operations. Works effectively with leadership, providers and staff to promote a positive patient experience that supports the Mission / Vision / Values. Ability to set priorities and identify and resolve problems with timely follow up and follow through.

LICENSURE DESCRIPTION :

Requires current state of Wisconsin Registered Nurse License or a Multi-state Nursing License from a participating state in the NLC (Nurse Licensure Compact). Certification in a Nursing Specialty or Nursing Administration is preferred. (e.g. , certification in clinic nursing specialty, Nurse Executive).

Perks & Benefits at Froedtert Health

Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following :

• Paid time off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available

The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.