Manager - RN Call Center

UnityPoint Health

Requisition ID
2021-97646
Category
Leadership - Nursing
Location
US-IA-West Des Moines
Address
1776 West Lakes Pkwy
Affiliate
9200 UnityPoint Clinic Affiliate
City
West Des Moines
Department
Call Center
State
IA
FTE
1.0
FLSA
Exempt
Scheduled Hours/Shift
Mon- Friday, 8a-5p
Work Type (Portal Searching)
Full Time Benefits

Overview

Manager- Call Center

Monday- Friday, 8a-5p 

Full-Time Benefits, 40 Hours/ Week 

 

This position ensures day-to-day operations of the IntelliCenter are being managed appropriately by utilizing quality and cost-effective patient care principles; that all policies and procedures function in accordance with state, federal laws and align with UPC appropriately.    Responsibilities include collaboration on and delivery of strategic initiatives, new implementations, and new or process improvement projects; recruit, hire and coordinate the training of new staff members. Mentors and develops direct reports in leadership positions.  This position has a Primary Remote designation, as the team is primarily remote and technology and educational processes allows for remote interaction supporting the educational process.  Options to work at a designated UnityPoint workspace will be considered upon request and as space becomes available.    

Responsibilities

Operations:   

  • Provide leadership to deliver effective and efficient call center operations optimizing performance and continually improving the quality of services delivered to call center customers.  
  • Responsible for the day to day operations of the call center to ensure adequate staffing to meet department goals and expectations.  Lead and direct staff including hiring, training, talent management, compensation administration, performance management, coaching, mentoring and recognition.   
  • Analyzes call center reporting monthly and creates action plans as necessary to insure timely and accurate service is delivered by call center staff.  Sets course for corrective action as needed.  
  • Provides oversight for quality assurance and quality improvement activities to deliver quality triage services to call center customers.  Facilitates continuous process improvement through identification, action planning and execution. Ensure proper metrics are in place to monitor performance.  
  • Leads implementation and ongoing delivery of programs conducted for UnityPoint Health affiliates including but not limited to call triage, post discharge calls, provider after hour call coverage, provider and service referral, health education and special pilot projects as needed.   
  • Monitors and communicates UnityPoint Health developments and initiatives ensuring operations are positioned to support changes need to achieve system wide goals and objectives.  Serve as a change agent and role model to move the call center forward.  
  • Assists in the annual budget process for My UnityPoint Nurse Call Center and makes fiscally responsible decisions.  
  • Maintains strict confidentiality of all employee and customer information.  
  • Maintain regular and consistent attendance at work. 
  • Adhere to all UnityPoint Health Personnel policies and procedures and Safety guidelines. 
  • Behave in a manner consistent with all Corporate Compliance policies and procedures. 
  • Perform other job-related duties and special projects as assigned.  
  • Perform rounding activities with assigned team at least once a month. 
  • Support training initiatives as needed.  
  • Participates in quality audits.  
  • Responsible for issue investigations and resolution. 

 

Strategic Planning  

  • Assists in the development of policy/procedure and guidelines for safe, efficient operation of the department.   
  • Recommends short- and long-term strategies to meet the call center goals for service and clinical support.   Assists with the achievement of objectives and necessary modifications for attainment of goals.   
  • Supports and leads implementation efforts for new population health and other roadmap initiatives  

 

Leadership: 

  • Exhibits discretion and sound judgement in all aspects of the job.  
  • Represents UnityPoint Clinics in a professional manner.  Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel.   
  • Creates an environment that promotes staff empowerment.   
  • Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer 
  • Demonstrates the ability to be fair and impartial while maintaining a professional relationship.  
  • Communicate with Managers regularly to review service issues and opportunities for improvement to ensure the delivery of high quality service to all internal and external customers. 
  • Drive clinical excellence through professional development activities of team members through team and individual rounding.  
  • Provide leadership to ensure effective, efficient office operations, optimizing performance and continually improving quality of care in a vastly changing health care environment. 
  • Responsible for creating a culture of collaboration innovation, learning, teamwork and professional practice, consistent with the mission, vision and values of UPH. 

 

Basic UPH Performance Criteria  

  • Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines. 
  • Demonstrates ability to meet business needs of department with regular, reliable attendance. 
  • Employee maintains current licenses and/or certifications required for the position. 
  • Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare. 
  • Completes all annual education and competency requirements within the calendar year. 
  • Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.   
  • Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.   
  • Takes appropriate action on concerns reported by department staff related to compliance. 

Qualifications

QUALIFICATIONS:

 

Minimum Requirements

Identify items that are minimally required to perform the essential functions of this position.

Preferred or Specialized

Not required to perform the essential functions of the position.

Education:

 

 

 

  • The Clinical & Operational manager will be a graduate of an accredited program for Registered Nurses
  • Bachelor of Science in Nursing (BSN)
  • Bachelor Healthcare Administration

 

Experience:

 

 

 

 

  • The Clinical & Operational Manager will have 2 years clinical nursing leadership experience and a minimum of 2 years’ experience providing direct patient care or equivalent work experience
  • Prior leadership and management experience preferred
  • Prior call center experience preferred

 

License(s)/Certification(s):

 

 

 

 

  • The Clinical & Operational Manager will have an unrestricted Iowa or practicing state license and will maintain secondary licensure to perform role in UPH service areas.

 

 

Job ID: 76844

Posted 8 days ago

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