Job Abstract

• JOB DUTIES AND RESPONSIBILITIES:

• Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers.
• Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues.
• Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages.
• Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels.
• Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center.
• Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels.
• Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently.
• Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity.
• Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center. 
• Collaborates with practices and PODs to maintain connection with the while serving as a point of contact for specialty team matters.
• Other related duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry.  Requires ability to hear normal conversation and good general near and peripheral vision.

EDUCATION:

Required:

 Graduate of an accredited nursing program. 

Active Pennsylvania Nursing License.

Preferred:

 Bachelor’s degree in Nursing.

TRAINING AND EXPERIENCE:

Required

 Minimum 3 plus years’ recent clinical experience in a physician office, home health, critical care and/or emergency room.

Electronic Medical Record system experience.

Preferred

 Epic experience.

Previous contact center experience.

Previous management experience.

Competencies required:

• Strong business acumen
• Skilled in all forms of communication
• Effectively able to develop self and others
• Leadership presence/EQ, presents as a composed and competent leader
• Quality focused
• Exudes patient and customer service focus
• Shares a compelling strategy that inspires other

Ability to work from home in accordance with the Network Work from Home Policy if needed.

Please complete your application using your full legal name and current home address.  Be sure to include employment history for the past seven (7) years, including your present employer.  Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.  It is highly recommended that you create a profile at the conclusion of submitting your first application.  Thank you for your interest in St. Luke's!!