Title: Nurse Manager-Clinical Triage, FDTC
Title: Nurse Manager-Clinical Triage, FDTC
Location: Midtown
Org Unit: FDTC Access Center
Work Days:
Weekly Hours: 35.00
Exemption Status: Exempt
Salary Range: $123,900.00 - $143,100.00
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices
Position Summary
Responsible for growing the Clinical Triage vertical within the Contact Center. The clinical triage vertical is a critical component to the overall success of the contact center and its mission to navigate patients to the right care at the right time. The effort to build, scale, and maintain clinical triage support and processes sits at the intersection of contact center operations and clinical interactions. The RN Clinical Content Expert will champion this effort by working directly with contact center leadership and the departments to effectively triage patient to the right level of care.
Job Responsibilities
- Works collaboratively with leadership, staff, and internal and external customers to design, develop, implement, and maintain a telephonic Nurse Triage function supporting the organization built around patient navigation principles.
- Build and maintain clinical triage processes, protocols, and procedures to effectively navigate patients to the right site and time of care based on clinical needs.
- Understand the needs of patients and stakeholder departments and incorporates these needs into clinical triage processes.
- Provides operational oversight and direction of the Clinical Triage staff in a manner consistent with the FDTC initiative’s mission and values.
- Works with the Contact Center Tower Lead to develop operational objectives that align with the overall strategy of the contact center and overall patient care needs. Promotes transparent communication among Contact Center leadership team.
- Establishes measurable indicators of success that establish a culture of transparency and problem-solving; presents these metrics and regularly uses these KPIs to inform operations and develop plans to mitigate issues that may arise.
- Encourages others to develop skills in areas that will be needed for the future. Arranges development opportunities that help others build new skills.
- Receives escalations and addresses complaints from key internal and external stakeholders related to triage services; understands the root cause of service issues and creates plans to remediate.
- Partners with contact center support services to create a call monitoring program that assesses the quality of clinical triage calls; partners with support services to develop plans to address gaps in service.
- Develops training and on-boarding programs for new clinical triage staff; develops on-going training opportunitie. Demonstrates initiative and self-direction; can apply knowledge and make sound judgments to effectively resolve issues or concerns.
- Perform other related duties and responsibilities as assigned.
Education
- Bachelor's Degree in Nursing
Experience
Master of Science in Nursing (MSN) preferred
3+ years in clinical management
5+ years in clinical practice
2+ years in telephone triage
1+ years in using electronic triage software preferred
Knowledge, Skills and Abilities
- Administrative experience (e.g. understands stakeholder engagement, basic understanding of project management, budgets, and timelines)
- Ability to build and scale clinical operations to meet objectives and stakeholder needs
- Excellent communication skills (both verbal and written).
- Ability to handle confidential and sensitive situations/information.
- Ability to work with clinical technology to fulfill process and workflow needs
- Effective in a fast-paced environment and demonstrates strong problem-solving skills
- Demonstrated ability to work accurately and efficiently in multiple systems
- Ability to set and meet deadlines, prioritize work and be able to work independently
Licenses and Certifications
- Current NY State Registered Nurse License & Registration.
Working Conditions/Physical Demands
Ability to work in surroundings with degree of dust, noise, odors, etc. without undue discomfort.
Ability to hear, talk, walk, stand, bend and stretch.
Ability to read, write and interpret documents.
Ability to sit for long periods of time at desk to perform job functions.
Ability to communicate effectively with clients and co-workers.
Normal routine involves no exposure to blood, body fluid or tissue. Incumbents are not called upon to perform or assist in emergency care or first aid.
Weill Cornell Medicine is an equal opportunity employer. For more information, click here.
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City