Manager – Clinical Triage

Overview

HarmonyCares is one of the nation’s largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health, HarmonyCares Hospice, and Grace Hospice.

 

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

 

Our Shared Vision – Every patient deserves access to quality healthcare.

 

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

 

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time Paid
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

Responsibilities

The Manager – Clinical Triage will lead and develop a team of nurses to exceed goals and targets established for the team. This position will keep exceptional customer experience and patient outcomes at the center of their focus, closely monitoring important metrics such as turnaround times, call quality, daily availability, and call volumes. The Manager – Clinical Triage will keep exceptional customer experience and patient outcomes at the center of the focus, closely monitoring important metrics such as first call resolution and average speed of answer. The Manager – Clinical Triage will ensure Clinical Triage Nurses are supported with policy, process, and training to support their daily demands and provide coaching and feedback to frontline employees where necessary.

 

Essential Duties and Responsibilities 

• Monitor and evaluate individuals’ and team performance against defined targets
• Identify improvement opportunities for individuals and the team as whole through interpretation of weekly call quality monitoring
• Conduct regular 1:1s, performance reviews, and other feedback and coaching sessions to drive continuous improvement and growth
• Develop and monitor staff schedules to support business needs and exceed goals and targets
• Provide intra-day monitoring of service levels and other KPIs, making adjustments to team allocation as necessary
• Provide a point of escalation to address patient concerns and customer issues, both internally and externally
• Support development of training and closely monitor onboarding for new team members
• Create, manipulate, and leverage standard reports to understand trends, speak to team performance, and identify improvement opportunities
• Support development of new reports to further enhance business outcomes and team growth
• Partner with leaders across Central Operations and the HarmonyCares organization as a whole to ensure goals and targets are met
• Professionally address cross-department issues to aid in a solution
• Identify process inefficiencies, bottlenecks, and areas for improvement within the team and larger organization
• Develop and implement processes and enhancements to current processes to improve patient experience, operational efficiencies, and business outcomes
• Build community networks and relationships to assist with execution across key value levers. E.g., hospital, Skilled Nursing Facilities, Primary Care Provider collaboration and partnerships
• Assist with Inbound phone triage overflow and Results triage overflow as needed based on staffing, PTO and call volume
• Adhere to all state and federal laws, including HIPAA

Qualifications

Required Knowledge, Skills and Experience

• Graduate of approved or accredited nursing education program as a Licensed Practical Nurse (LPN)

• Current valid LPN license. Must be able to obtain and maintain RN or LPN license within all service states within 6 months from hire 

• 2 years of experience as an LPN 

• 2 years of leadership experience

• Satisfactory completion of initial and annual clinical competencies to demonstrate aptitude as assigned by role

• Ability to react decisively and quickly in urgent and emergent situations

• Knowledge of medications effects, indications, and contraindications

• Demonstrates short and long-term persistence in meeting objectives and personal development 

• Ability to adapt to new systems and changes as required and apply guidelines/procedures 

• Ability to multi-task while given competing priorities

• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems 

• Demonstrated verbal communications skills 

• Ability to work in a fast-paced, healthcare environment

• Ability to communicate in an empathetic, compassionate, and professional demeanor at all times

• Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner 

• Ability to analyze problems and resolve issues in a rapid, direct and complete manner

Preferred Knowledge, Skills and Experience

• Bachelor’s degree
• Compact nursing license
• 2 years of experience and success in exceeding individual or team goals in healthcare, call center, operations, coordination, patient engagement or similar position
• Working knowledge of healthcare industry
• Familiarity with Medicare and Medicaid insurance and programs
• Experience in Aprima (EHR)

Posted Max Pay Rate

USD $99,200.00/Yr.

Posted Min Pay Rate

USD $74,400.00/Yr.

Pay Transparency

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.

Notice

HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.

Salary : $74,400 - $99,200