Sr Mgr Connection Center - Clinical Triage

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Call Center Sr. Manager has the responsibility and accountability for all administrative, technical and personnel matters required for the efficient and high-quality operation and management of a operators and clinical nurse advisors. This includes direct responsibility for specialty care triage and leadership planning for integration of other call centers such as primary care. The incumbent maintains highest level of understanding of systems functionality and workflow processes affecting the operations of the Call Center. Acts as a leadership resource, responsible for managing development and execution of strategic organizational priorities related to the call center. Identifies trends in Call center that are negatively impacting the department and proactively communicates issues involving process improvement and customer service opportunities to management. Monitors staff activity to identify deficiencies and assess effectiveness of overall training effort, reviewing call reports and metrics. Is accountable and responsible for continuous improvement and full integration of call center clinical activities. Actions must consistently exemplify all HRO, CHAMP, Service Excellence and employee handbook guidelines.

EEO/AA/Disability/Veteran

• 1. Primarily responsible for the ongoing improvement and integration of clinical triage functions across the enterprise.
• 2. Provides leadership and direction for centralized phone operations, including coordination with clinical and non-clinical functions.
• 3. Provides leadership and direction for centralized phone operations, including coordination with clinical and non-clinical functions. This includes establishing nurse peer review process.
• 4. Demonstrates high-level knowledge and skills in key behaviors that reflect expertise in communication, customer service orientation, problem solving, resource management, results orientation, teamwork and cooperation, business and organization expertise, leadership, and managing performance.
• 5. Serves as primary clinical contact for all questions, concerns and issues that need liaison services with the call center, ambulatory operations, service lines, departments, and hospitals.
• 6. Provides organization and support to the orientation of new staff, incorporation into the organization and the department as a whole.
• 7. Development of capital and operating budget plans.
• 8. Creates strategies and recommendations for continuous improvement. Brings issues forward that are central to the role and contributes to the improvement and ongoing development of core critical processes.
• 9. Provides regular leadership reports that identifies KPIs regarding clinical triage performance.
• 10. Utilizes principles of patient centered care to direct interventions and changes in a fast-paced environment.
• 11. Continually identifies new opportunities to promote professional development and success as an interdisciplinary member of Yale New Haven Health staff, bridging throughout the continuum for the quality care of all patients.
• 12. Presents recommendations to leadership to consistently advance and support the philosophy and goals of YNHHS Call Center Department and the health system.
• 13. Provides modeling of professional behaviors at all times. Demonstrates courage in verbal and written communications.
• 14. Sets example for accountability and responsibility of all daily activities and hold others accountable for the same.
• 15. Facilitates and manages group dynamics, able to recognize when group is not functioning at capacity and develops plan/structure to improve teamwork.
• 16. Responsible for maximizing employee satisfaction through identified priorities from the Employee Engagement Survey.
• 17. Other duties as assigned.

EDUCATION

Bachelor's degree in health sciences, nursing, or a related equivalent required; advanced degree in a health-related field preferred.

EXPERIENCE

Five (5) to seven (7) years of progressive experience in a high complexity healthcare environment required. Experience in managing daily operations and processes. Experience with onboarding, training, education, oversight and personalized education plans of department staff. Experience in process improvement in a highly complex environment. Experience with flexible schedule patterns to meet the needs of a fast paced, high volume Call Center setting preferred. Leadership experience required.

LICENSURE

Clinical licensure required - RN, APRN, PA, PharmD, or other healthcare professional licensures considered.

SPECIAL SKILLS

Excellent managerial, technical, fiscal, interpersonal, problem solving and organizational skills.
Ability to identify and demonstrate, correct, and implement changes as related to departmental need.
Experience in complex change management.
Must possess a high level of understanding regarding methodologies used and available within areas of responsibility, applying them in practice.
Ability to handle multiple priorities efficiently and effectively.
Strong intrapersonal skills required.
Computer software proficiency.

PHYSICAL DEMAND

This position will be primarily remote. The incumbent must have an environment conducive to quiet, focused work. Must be able to travel as needed to various YNHHS sites, including Hawley Lane, Stratford where training would occur for staff.