Tele Clinical Intervention Center Director RN
Company: Vibra Healthcare
Posted on: April 10, 2021
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,
- 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
- Plan and implement call center policies and procedures in
keeping with company mission and values. Ensures adhere to
- 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
- 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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