Nurse Manager Contact Center- Remote R38166

Baystate Health, a nationally recognized leader in healthcare quality and safety, and home to our Call Center. Baystate’s Call Center, located in Holyoke, MA, supports our Baystate Medical Practices, the largest multispecialty group in the region. We are seeking an experienced nursing leader to manage our clinical team members who in our Contact Call Center

Commutable Remote Opportunity must reside in either MA or CT

The RN Clinical Manager is responsible for the oversight and management of the clinical operations of the Contact Call Center, from a “Patient First" perspective. The RN Clinical Manager effectively administers, educates, and implements applicable policies and procedures, ensures that operations are in compliance with required standards and industry best practice. The incumbent handles a broad range of day-to-day operational activities, including supervision of clinical staff, actively participates in quality and service improvement, serves on departmental and interdepartmental committees and keeps Contact Center and Practice Leadership apprised of any clinical and prescription issues and concerns. Reporting to the Director of Ambulatory Nursing and The Contact Center Director, the Clinical Nurse Manager serves as the nursing expert for The Contact Center's Triage Nurses and the Clinical Prescription Team. Identifies and implements educational and developmental opportunities for clinical staff, convenes nursing meetings/huddles, develops procedures, oversees clinical staffing and schedules, and provides guidance to management. Leads the development of workflows that improve efficiency and patient-centered care while providing ongoing leadership in the areas of quality and service improvement, access as well as both patient and customer satisfaction. The Nurse Manager partners effectively across the organization with the Practice Managers, Medical Directors, Division Chief's and other practice leaders to ensure attainment of goals, objectives, access, triage and joint workflows.