(Archived) Manager, Nurse Triage Helpline (telephonic triage, remote position)

About Amalgamated Medical Care Management:

Amalgamated Medical Care Management is a premier national leading resource for a comprehensive suite of high quality care management services including Utilization Management, Case Management, Physician Review, and Nurse Helpline/Health Information. The company also offers other vital services ranging from Disease Management, Disability Management, Readmission Management, and Maternity Management, Medical Claims Review and Network Referrals.

At Amalgamated Medical Care Management, we consider our employees our greatest asset. We provide a positive work environment that rewards professionalism, hard work and a commitment to the highest standards of customer service. Each employee is given the opportunity to develop their skills, advance and achieve personal fulfillment. A competitive compensation package, coupled with a congenial work atmosphere, has made Amalgamated Medical Care Management an organization with many longstanding, loyal employees.

Position Summary:

The Manager of Triage Nurse Help Line is responsible for monitoring, new implementations, quality reviews, and evaluations. This role includes participation in the budget process, strategic planning, director’s meetings, and overall company programs.

Essential Duties and Responsibilities:

(To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

· Under the direction of the Director, oversees and directs the efficiency of the workflow for team members.

· Serves as a resource to team members in resolving clinical and/or policy questions.

· Identify and implement quality improvement process within the scope of the organization's goals and objectives.

· Works with Director to communicate with team members the department’s objectives, standards, and expectations. Develops objectives and standards in conjunction with management.

· Researches and resolves customer service issues regarding specific cases and/or policies. Communicates problems and resolution to management, other departments, and callers.

· Interview, hire, train, and develop assigned employees, and evaluate team member’s performance. Provide feedback whenever needed to employees and management.

· Reports to management the individual performance of team members as it relates to service, clinical knowledge, case review, and productivity. Completes and/or delegates as appropriate, written performance evaluation of team members.

· Work with Director to develop and implement the clinical and operational policies and procedures. Review and update periodically.

· Promotes a positive and cooperative working relationship among team members, other team leaders, management, and other departments.

· Coordinates time off requests of team members to ensure adequate staffing levels for the department.

· Work with Director to identify potential risk management issues with timely follow-up.

· Participate in budget process as directed by Director.

· Prepares, analyzes, and submits administrative reports.

· Function in Nurse Counselor role minimum 35% of the time.

· Responsible for management oversight of 24 Hour Services staff every other weekend.

· Able to manage multiple priorities.

· Work with Director to be the key contact for clients during implementation and upon completion of implementation.

· Participates on an AMCM Quality Management Committee.

· Must have 24 hour on-call availability in collaboration with the Trainer and Director.

· Participate in RFP process as needed.

· Participate in accreditations and certifications for the company with the Director.

Education and/or Experience:

(i.e., Master’s, Bachelor’s or Associate’s degree, High School Diploma and/or Certifications, and number of years and type of relevant experience required)

· Concurrent RN licensure in state of NH.

· Nursing degree or diploma with 6 or more years of experience or MS/MSN with 4 years of experience.

· Clinical experience involving substantial public contact and previous triage and education role.

· Management/Supervisory experience.

· Experience with quality management/risk management programs at the management level.

· Project implementation experience.

· Current CPR certification required.

Knowledge and skills: (i.e., verbal and written communication skills, analytical skills, organization skills, computer knowledge, sales knowledge, etc.)

· Demonstrated nursing professionalism.

· Conflict management/negotiating skills.

· Knowledge of organization and community resources.

· Computer literacy with Window™ Operating System.

· Highly motivated self-starter.

· Excellent written, verbal and interpersonal communication skills.

· Works effectively with minimum supervision.

· Time management skills.

· Works well as a team player and has excellent team building skills.

Physical Demands: (i.e., if applicable, lifting boxes or equipment, indicate maximum weight, electrical wiring, painting, etc.)

· Lifting up to 25 lbs. on occasion.

Work Environment: (i.e., office, mailroom, construction (cable wiring, telecomm), etc.)

· Office setting in home office or NH.