Supervisor Clinical Call Center - Nurse Connect

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve. Summary: The Clinical Call Center Supervisor oversees the daily (24/7/365) clinical operations for all of the Clinical Contact Center services. The Clinical Contact Center provides remote clinical assessment and decision making for primary and specialty care patient populations across the UNC Health System. This role is charged with implementing and maintaining clinically safe, high quality and reliable services across UNC Health. This position oversees a team of approximately 20-25 triage nurses requiring advanced training in a high-risk patient virtual care setting including UNC Virtual Practice Services, and is responsible for: recruitment and hiring, training and education, clinical nursing service quality, technology support, information security and nursing documentation for all Clinical Contact Center telehealth services. This position coordinates with medical leaders across the health care system to provide comprehensive and timely access to care, including our rapidly growing clinical and telehealth services at UNC Health. This position also works closely with scheduling and patient navigation teams across the system to ensure a seamless patient experience, triaging patients and making sure they get the right care they need quickly. This position collaborates with administrative, technical and clinical staff across the UNC Health Care system. Legal Employer: NCHEALTH Entity: Shared Services Organization Unit: Nurse Connect Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $35.52 - $51.05 per hour (Hiring Range) Pay offers are determined by experience and internal equity Work Assignment Type: Remote Work Schedule: Variable Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: No

Clinical Support and planning – Responsible for supervising a shift staff of 24/7/365 shared service clinical contact center offerings ensuring adequate health care access, high quality clinical care and patient satisfaction to a diverse patient and provider population. Actively monitor personnel performance and patient satisfaction. Education/Research-Participates in and stays current with clinical education and training activities from high impact nursing and telehealth research. Participates in short and long range planning. Actively participates in the overall vision, mission, direction, goals and objectives of the UNC Health Care system. Participates in continuous improvement projects that align with strategic priorities and improve the patient experience with access to care. RN level Triage Telehealth- Share clinical expertise in Clinical Call Center triage nursing across the health care system. Collaborate extensively with key health care stakeholders, providers and managers across the health care continuum Qualitative Analysis-Work with manager on qualitative analysis with attention to detail and Technology Integrity. Engages with technology advocates to enhance patient access through virtual visits, texting platforms and telephony. Reviews and analyzes performance ongoing, identifies gaps, and develops recommendations for improvement. Leading change- Discovers and validates opportunities to provide highly effective telehealth services to diverse populations and settings disproportionately affected by access to health care.