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Tele Clinical Intervention Center Director RN

Company: Vibra Healthcare
Location: Albuquerque
Posted on: April 10, 2021

Job Description:

Location Vibra Healthcare / Ernest Health - Corporate - Albuquerque Vibra Healthcare/Ernest Health is seeking a Full Time--Tele Clinical Intervention Center Director--to join our team! The Director, Tele Clinical Intervention center is responsible for the provision and management of patient care in a call center setting. This position is responsible for utilizing the clinical pathways established within the TOPs/Twistle Platform to efficiently triage the pathway alerts received from patients/families. The Director will lead a team of Intervention Center Clinicians/Staff to support patents transition to home 30 days post discharge while decreasing unnecessary ED and Hospital readmissions. The position facilitates day-to-day clinical operations within the contact center, including managing triage nurses, refill specialists and clinical support staff in maintaining a service-based approach to issue resolution. Integrates the hospital's mission and "Guiding Principles" into daily practice. Essential Job Functions:

  • Objectively measuring performance, identifying problems and initiating care plans to assist patients and families in acquiring the skills they need to self-managesafely at home. Utilizes post discharge platform and identifies innovative ways to assist patient and families with point of care, care coordination.
  • This role promotes the highest standards of quality of patient care by assuring adequate training, staffing, scheduling and call review of clinical resources within the contact center. He/she provides support to staff, to continuously improve their abilities to effectively address calls, deliver excellent patient experiences and when necessary service recovery. Develops and implements staffing plan for shifts based on call volumes, time zones and performance metrics. Keeps abreast of emerging trends in Chronic Care Management (CCM)
  • Serves as a resource for staff for solving clinical problems. Functions as a backup to the triage RN's, refill specialists and clinical staff to assure adequate staffing. Involves patients, clinic staff, physicians, and other appropriate care providers in call communication and dispositioning the patient to the appropriate level of care to support optimal patient outcomes
  • Determines productivity standards for Center. Monitors inboxes, productivity and call volume reports to assure excellent patient care is being delivered, virtual and in office team members (when applicable) are meeting service standards. Performs periodic quality assurance checks to assure refill and triage protocols are being utilized appropriately. R esponsible for reviewing analytics and reporting trends and opportunities to CEO's and Senior Leadership Team to assist in the provision of continuous quality improvement in the inpatient setting
  • Takes ownership of patient, provider or other staff complaints related to the clinical resources in the contact center and communicates effective, prompt resolution. Provides immediate follow-up, documentation and communication to employees.
  • Serves as champion, to assist staff to interpret organizational and clinical changes in a positive manner. Conducts clinical staff meetings and huddles.
  • Ensures appropriate orientation of new employees and on-going training and development of clinical staff to meet changing needs and organizational demands. Completes annual employee performance evaluations for clinical staff. Promotes staff education opportunities and coordinates training.
  • Participates in the recruitment, selection and hiring process for clinical positions. Proactive in employee mentoring, coaching, and discipline.
  • Demonstrates thorough understanding of TOPs/Twistle Platform. Uses date to assist Payor Contracting staff in negotiating payor contracts including preferred provider via ACO partnership, STACH JV, Managed Care and any other Population Health Management organizations.
  • Plan and implement call center policies and procedures in keeping with company mission and values. Ensures adhere to regulatory standards.
  • Assists with development of revenue generating strategies including external partnership contracts, Telemedicine Modalities and other technology driven processes . Education and Experience:
    • Current, valid, and active license to practice as a Registered Nurse in the state of employment required
    • Minimum of two (2) years call center management experience servicing acute and post-acute patients required.
    • Minimum of two (2) years call center supervisory experience required.
    • In-depth knowledge of chronic care management required.
    • Ability to travel using publicly available air and ground transportation required. Knowledge/Skills/Requirements: Ability to project a professional image. Knowledge of regulatory standards and compliance requirements. Strong organizational, prioritizing and analytical skills. Ability to make independent decisions when circumstances warrant. Working knowledge of computer and software applications used in job functions. Freedom from illegal use of and effects of use of drugs and alcohol in the workplace. Knowledge of clinical operations and procedures. Demonstrates general computer skills including: data entry, word processing, email, and record management. Effective written and verbal communication skills. Ability to maintain proper levels of confidentiality. Ability to maintain quality, safety, and/or infection control standards. Our recruitment team wants to get to know you. Share your passion!
      Please complete our online application and submit your resume for immediate consideration. Thank you for taking the time to consider a career opportunity with our company.

Keywords: Vibra Healthcare, Albuquerque , Tele Clinical Intervention Center Director RN, Executive , Albuquerque, New Mexico

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