Overview

The Primary Care Triage manager- RCS combines clinical experience and contemporary leadership practices with the IU Health Way to achieve excellent outcomes. Accountable for translating and achieving our strategic priorities and outcomes: quality and safety improvements, care affordability, great patient experiences, and great team member experiences. Accountable for providing strategic vision and operational planning for assigned unit. Incumbents will lead an inter-professional team to create an environment where the team is empowered to achieve excellence in patient and organizational outcomes. This role is accountable collaborating with advancing nursing leadership by advocating and consistently embedding evidenced-base practices and professional nursing standards. In addition gain a deep level of understanding the call center metrics in in correlation to performance outcomes. This person will plan and implement the overall nursing policies procedures, productivity, and services for a contact center with triad nursing leadership. Maintains nursing staff by recruiting, selecting, and training clinical staff. Phone triage ensures that the nurse is current on competencies, assessments, licensure, certifications, and another annual training. 

Requirements:

• Has the ability to lead cross-functional work teams.
• Has a strong interpersonal and organizational skills.
• Strong communication, relationship-building skills, critical thinking and analytical skills.
• Ability to manage multiple complex projects involving multiple customers, interest and goals.
• Has the general knowledge of the accepted practices, procedures, and regulations, applicable to the practice of Nursing.
• Has the general knowledge of best practices, procedures, and daily metrics to run a successful call center.
• Has the ability to establish and maintain collaborative working relationships with others.
• Equally skilled at strategy development and operations –preferred 2+ years of managing and leading teams focused on patient care, patient experience, strategy, execution, process improvement, and goal attainment
• Has the ability to inspire teams, set a vision, drive outcomes and do so through influence

Responsibility of the Role:

• Oversight of day-to-day operations of practice
• Establish staffing schedules, task assignments, and resource allocation to ensure coverage in all areas
• Coordination of various human resources functions (in collaboration with Human Resources) including interviewing and hiring of staff, training and development of staff, conducting performance reviews, coaching and performance-based discussions
• Mentor and coach clinical and administrative team members
• Maintain optimal communication and collaboration between practice staff, providers, external customers, and business partners to ensure service delivery that exceeds the needs and expectations of customer bases towards service excellence
• Address and resolve negative patient experiences
• Actively coordinate continuous improvement efforts in customer service, patient care, and practice development
• Analyze information and develop strategies to improve operations and enhance service delivery

Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. As a condition of employment, IU Health requires all new hires to receive various vaccinations, including the influenza and COVID-19 vaccines, barring an approved exemption. New hires will also be provided the option to submit proof of previous vaccination.

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.