What are the responsibilities and job description for the Senior Manager Nurse Navigation position at Global Medical Response Inc?
Job Description :
Senior Manager Nurse Navigation
Salary Range $118K - $125K
Job Summary
The Nurse Navigation Manager is responsible for the daily management of the 24 / 7 / 365 center so that all client and internal performance requirements are met. The Manager oversees the
operation of the Nurse Navigation program and staff locally as well as remote staff located throughout the United States.
The Nurse Navigation Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. As the Manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.
This leadership position directly supports the Nurse Navigation executive leadership team who are responsible for the delivery of high quality clinical and operational services, managing client relationships, expanding market growth, and exceeding P & L exceptions. This position helps assure the Nurse Navigation programs success through analytical evaluations of cost and service trends, calling attention to potential challenges, helping to develop effective solutions, and providing documentation and review of internal and external facing reports.
ESSENTIAL FUNCTIONS / DUTIES
Telephony & Recording system user administration
Liaison with internal and external telecom and technical support to avoid system interruptions
Liaison with Workforce Management (WFM) teams to forecast and develop staff schedules
Build and maintain client profiles and protocols in Logis CAD, Uber transportation and Lyft concierge systems, managing alternative destination data within various CADs
Responsible for all aspects of staffing, scheduling, and system training for staff. Including daily staffing schedule, call outs, timecards, FMLA, PTO and other staff related administrative duties
Monitor CAD and telephony staff performance (ASA, AHT, ABD, Hold Time) to meet internal and contractual performance requirements
Develop a method to move all reporting into Power BI
Prepare KPIs and lead discussion on daily, monthly, quarterly, and yearly performance reports
Prepare documents and reports to lead quality meetings
Assisting in and / or preparing client monthly billing invoices
Research and resolve customer complaints and issues
Mentor direct reports and staff on performance strategies and requirements. Participate as an internal consultant on issues including, but not limited to, operating metrics, financial performance, trends effecting customers and budget development.
Assist with implementation of new client or client programs
Develop strong partnerships with stakeholders to gather, understand and define data and reporting requirements, including development of multiple iterations to arrive at best solution to meet current / future needs
Assist with annual budget and business plan development matrixing with financial leaders
Adhere to all company policies and procedures.
Participates in ongoing training, staff development, and quality assurance activities
Assist in the development of procedures and process flow documents for training and performance improvement purposes.
Ensures resource list is up to date and has a specific flow process with each
Assist in development of new protocols
Prepares and reviews documentation, agency reports and statistical data
Participates in activities that promote the Nurse Navigation Program and GMR organization at large
Constantly demonstrates and maintains a high standard of confidentiality, integrity and accountability
Assist in community resource development
Perform other duties as assigned
Knowledge, Skills, and Abilities :
RN license required; BSN preferred.
Two (2) years healthcare customer service experience
Experience as Call Center Manager or comparable position
Proficient in MTLS, VoIP telephone, recording and other call center equipment / software programs
Strong organization, project management, and problem-solving skills
Effective oral and written communication and interpersonal skills
Knowledge of Power BI, Excel, PowerPoint, Access, and Word is required
Experience in public safety or medical services preferred
Knowledge of performance evaluation and customer service metrics
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Outstanding communication and interpersonal skills
Create and maintain a positive and cooperative work environment
Ability to multi-task efficiently and effectively
Be adaptable to change
Act calmly and quickly in emergency situations
Works in a fast-paced environment and has strong attention to detail
Demonstrates a commitment to personal and professional growth through the advancement of leadership knowledge, skills, and abilities
Why Choose GMR? Global Medical Responses (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com
EEO Statement :
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Notice of Nondiscrimination : https : / / www.globalmedicalresponse.com / docs / site / non-discrimination
Salary : $118,000 - $125,000
