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Clinical Services Manager in Knoxville, Tennessee, US at TeamHealth

Date Posted: 7/9/2019

Job Snapshot

Job Description

JOB DESCRIPTION OVERVIEW: 

The Clinical Services Manager provides support for clinical objectives set forth by operations, quality, and training. This position participates in telephone nurse consultant duties, charge nurse duties, quality monitoring, and training functions. The Clinical Services Manager reports to the VP of Operations with additional oversight by the QI and Training department heads.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Research client complaints that involve Telephone Nurse Consultants and report finding to VP of Operations, Director of Staff Development and Education, VP of Quality and Risk Management, Strategic Account Managers and Nursing Supervisors as appropriate.
  • Support Nursing Supervisors in the listening audit process which will include focus reviews as required.
  • Participate in select client meetings where clinical reviews may be required.
  • Understands the operations and protocols of medical call center services.
  • Communicates problems and/or needs to the call center VP of Operations.
  • Answers calls as needed in accordance with the Telephone Nurse Consultant job description.
  • Handles emergent calls or assigns to other nurses as appropriate.
  • Functions as an educator and assists with orientation of new employees.
  • Identifies training needs and performance issues and implements plans to resolve working with the Nursing Supervisors, VP of Operations, Director of Staff Development and Education and HR in a timely manner.
  • Communicates with clients as needed to ensure client satisfaction.
  • Interfaces with other management staff to promote call center goals.
  • Special projects as assigned.

 

Job Requirements

QUALIFICATIONS / EXPERIENCE:

  • Graduate of an accredited School of Nursing.
  • Current Registered Nurse licensure in the state of Tennessee and other states as deemed necessary by state law or client contract.
  • Minimum Three years of call center experience meeting quality and productivity standards.
  • Participation in continuing education programs.
  • Advanced assessment and teaching skills.
  • Strong communication (both oral and written) and interpersonal skills.
  • Ability to teach and motivate staff.
  • Flexibility in work schedule to accommodate training need in a 24/7 call center.
  • This is a multispecialty role and requires the ability to communicate with all levels of call center personnel, patients, physicians, coworkers, staff and medical service providers.
  • Strong ability to communicate effectively both verbally and in writing; thoughts are logical and clearly expressed.
  • Detail oriented
  • Ability to recognize and deal with priorities effectively
  • Understand and uphold the call center policies and procedures.
  • Highly effective leadership and effective problem solver
  • Excellent organizational abilities and documentation skills.
  • Must be capable of making independent nursing decisions.
  • Must be able to work well under stress and relate to the general public, nurses and physicians in a tactful manner.

PHYSICAL / ENVIRONMENTAL DEMANDS: 

  • Job performed in a well-lighted, modern office setting
  • Occasional lifting/carrying 20 pounds or less
  • Occasional travel
  • Moderate to high stress levels
  • Prolonged sitting
  • Frequently required to stand, walk, sit, bend, talk and hear
  • Vision abilities required; including close, distance and color vision necessary
  • Prolonged use of PC/computer and telephone

This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, and fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

DISCLAIMER:

The information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.