Call Center Manager, Full Time (potential opportunity for GROWTH!)

Alive Hospice, Inc.   Nashville, TN   Full-time     Call Center / Customer Service
Posted on August 27, 2021
Job Type
Full-time
Description

Call Center Manager - Triage/Call Center, great potential for GROWTH! (requires RN License)


Location: Alive Hospice campus, Nashville, TN  

Status: Full Time 


If you are a clinician with the desire to lead a team united by a passion for people and a desire to provide outstanding care and comfort to patients and their families, then we can't wait to speak with you about this amazing opportunity! Come GROW with us!

 

SUMMARY

Leads the on-site Call Center team to perform triage functions for after hours program. Manages the daily team functions of receiving calls, developing plans for care interventions, communicating with and dispatching on call nurses or providing telephonic support as needed, notifies appropriate nurse, team or outside agency of any changes in LOC.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Manages daily operations of on-site Call Center team
  2. Works with Call Center team to ensure  performance of triage role utilizing nursing judgment and process to provide effective, timely and compassionate care to patients.
  3. Provides telephone support to family at time of death.
  4. Leads the Call Center team as clinical and procedural resource for on call staff.
  5. Participates in planning, implementation and evaluation of patient services.
  6. Reviews triage documentation to assure accurate and timely notes.
  7. Attends meetings as requested.
  8. Communicates with M.D. and other care providers as needed.
  9. Ensures adherence to policies.
  10. Notifies on call administrator of problems.
  11. Covers after hours needs if office is unable to open.
  12. Other duties may also be assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises Call Center team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.


CERTIFICATES, LICENSES, REGISTRATIONS

Current TN RN License. If required to drive to carry out the duties of this position: current driver's license and automobile insurance as required by Tennessee State Law.


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 100 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Frequently required to drive an automobile.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to infectious diseases and use of an automobile. The employee is occasionally exposed to toxic or caustic chemicals, outside weather conditions, risk of radiation, and vibration. The noise level in the work environment is usually moderate. Usually in a general office or patient home setting.

Requirements

CONTINUING EDUCATION

The agency requires this position is required to complete 15 hours of continuing education per year covering topics that will contribute to improvements in carrying out the above responsibilities. Regulatory agencies may require some disciplines to have additional hours in order to be licensed or certified.


QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, including meeting the required competencies. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE

Registered Nurse with a current nursing license, BSN preferred. Ability to apply for TN license within 30 days of hire. Knowledge of or willingness to learn hospice care. Minimum one year nursing practice or equivalent experience required. Hospice, Oncology, or Home Health and/or long-term care preferred.