Call Center Manager Nurse Navigation

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 Phoenix call center operation of the Nurse Navigation program.

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 ensure patients are navigated to the right care at the right time while avoiding EMS transport and ER visits when appropriate.

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 Senior Manager 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

• Prepare KPIs and lead discussion on daily, monthly, quarterly, and yearly performance reports

• 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

QUALIFICATIONS

Knowledge, Skills, and Abilities:

• Active Registered Nurse (RN) license is required; BSN preferred.

• Two (2) years healthcare customer service experience

• Experience as Call Center Manager or comparable position preferred

• 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

Working Conditions:

• Work is normally performed in an office environment

Physical Demands:

• Limited physical effort is required with some exposure to physical risk.

• Occasional field deployment to specific unscheduled events of varying magnitude.

Mental Requirements:

• Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.