Clinical Triage Supervisor

HarmonyCares is one of the nation’s largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health, HarmonyCares Hospice, and Grace Hospice. Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision – Every patient deserves access to quality healthcare. Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

The Clinical Triage Supervisor will assist managers and individuals within their team to meet performance targets, deliver excellent customer service, and achieve desired business objectives while adhering to their individual productivity requirements. The Supervisor – Clinical Triage will assist and monitor activities within their team as assigned by their manager and escalate as needed. This position requires strong clinical knowledge, excellent communication skills, and the ability to work remotely, providing critical healthcare guidance to patients in need.

Maintain 50 – 75% of the Clinical Triage Nurses productivity expectations, adhering to established process, procedure, and job requirements defined within their scope Identify department training needs and escalate to appropriate leader Provide coaching and training sessions to enhance the skills and knowledge of their team members as directed Conduct job shadowing, document processes, perform quality monitoring, and run and interpret basic reports as directed Assist manager in resolving patient complaints or complex issues escalated from the team Provide a point of contact for the team when they encounter challenges or need assistance with difficult scenarios Demonstrate effective de-escalation behavior and actions in points of contention with both internal HarmonyCares stakeholders and those outside of the organization Identify opportunities for process improvement to enhance outcomes, team efficiency, and patient satisfaction Collaborate with manager, teammates, and other HarmonyCares leaders to identify and implement changes that optimize the organization Support and encourage teammates by fostering open communication channels as well as role modeling best practice Adheres to daily availability expectations based on schedule Prioritizes and responds promptly to each inbound phone call and voicemail received Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset Prioritizes and responds promptly to each inbound result received Practices appropriate judgment when classifying the urgency of a result and appropriate clinical information to convey to the provider Assist with Inbound phone triage and Results triage overflow as needed based on staffing, PTO and call volume Adhere to all state and federal laws, including HIPAA