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Transform your after-hours care strategy to reduce nurse burnout and improve patient experience
Call Center Shift Supervisor
Location
Tennessee
Posted
69 days ago
Salary
$30 / hour
Seniority
Mid Level
Job Description
Call Center Shift Supervisor
IntellaTriage
• Managing day to day operational performance of the business. • Effectively manage agent performance and customer service. • Provide motivation and timely communication to a team of 50+ nurses that are on shift. • Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics. • Assign and manage phone queues to appropriate agents at the beginning of each shift. • Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur. • Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks. • Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support. • Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms. • Properly maintain the incident log with staff issues, client complaints, and IT issues. • Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely. • Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc. • Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends. • Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand. • Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.
Job Requirements
- Bachelor’s Degree preferred.
- Requires a minimum of 2 years of call center experience.
- Previous management experience preferred.
- Above average written and oral communication skills.
- The ability to work day, night, weekend, and holiday shifts.
- Working knowledge of Windows, Excel, Word, and other Microsoft business applications.
- Experience with RingCentral preferred.
- You are passionate about excellence in the delivery and consistency of patient care.
- You are organized and detail oriented.
- You are able to apply critical thinking to develop options and consider impacts and demonstrate business expertise.
- You embrace accountability for excellent customer service by acting quickly and decisively without direct on shift supervision.
- You foster teamwork and motivate others to perform at a high level.
- You do what is right every time and without question
Benefits
- All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year).
- All part-time and full-time employees are eligible to participate in our 401(k) plan.
- Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.
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Role Description The Triage RN is responsible for assessing patient needs over the phone, providing medical advice, and directing patients to appropriate care based on their symptoms. This role involves critical thinking, excellent communication skills, and a compassionate approach to patient care. Qualifications - Bachelor of Science in Nursing (BSN) preferred; Associate Degree in Nursing (ADN) considered. - ACLS (Advanced Cardiovascular Life Support) certification preferred. - Current RN license in the state. - Association accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date. - Strong communication and interpersonal skills. - Ability to work independently and make informed decisions. - Proficiency in electronic medical record systems. - Excellent organizational and multitasking abilities. - Minimum of 2 years of clinical nursing experience, preferably in emergency or ambulatory care settings. Requirements - Assess and prioritize patients' health concerns through phone consults. - Provide medical advice and education to patients based on clinical guidelines. - Direct patients to appropriate care settings, such as urgent care or emergency services. - Document patient interactions and treatment plans in electronic medical records. - Collaborate with healthcare providers to ensure continuity of care. - Manage follow-up calls to evaluate patient outcomes and adherence to treatment. - Maintain up-to-date knowledge of clinical guidelines and protocols. - Handle emergency situations by initiating appropriate interventions. - Educate patients on symptom management and preventive care. - Facilitate prescription refills and manage medication inquiries. - Identify high-risk patients and expedite care needs accordingly. - Participate in quality improvement initiatives to enhance patient care. - Provide support and guidance to less experienced nursing staff. - Ensure compliance with healthcare regulations and patient confidentiality. - Engage in ongoing professional development and education. Benefits - All new hires are required to attend a mandatory three-day orientation at Weeks Medical Center in Lancaster, NH. - This orientation provides essential training, compliance information, and an introduction to our organizational culture to ensure a smooth and successful transition into your role. - Attendance on all three days is required for onboarding completion. - If Weeks Medical Center is not your designated home base, you will be eligible for travel reimbursement in accordance with our standard travel policy.
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Call Center Agent Telesales Outbound
NEO Temp„Unsere Google-Bewertungen für NEO Temp Sangerhausen sprechen eine deutliche Sprache: Wir stehen für Fairness, Transparenz und eine Betreuung, die wirklich ankommt.“
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