Nurse Triage Supervisor - Patient Contact Center

Hi. We’re Hummingbird.

We’re a health technology services company with a mission to improve healthcare by better leveraging existing technology. We’re elevating the patient experience by reimagining how patients access care and how healthcare providers leverage their Epic platform. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As the Contact Center Nurse Triage Supervisor at Hummingbird, you’ll oversee the daily operations of the nurse triage team, ensuring high-quality patient care, compliance with client clinical protocols, and continuous improvement in service delivery. You will lead a team of Nurse Triage nurses, foster a culture of trust and transparency, and collaborate with various teams to achieve performance goals.

Responsibilities

Compensation: Starting at $38.00+, based on experience.

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: None

FLSA Status: Non-Exempt

Benefits Eligible: Yes

People Manager: Yes

Telephone Triage

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.
• Verify and document patient information, adhering to HIPAA regulations.
• Use Epic’s Nurse Triage module, perform clinical assessments and provide appropriate medical advice following client-specific clinical guidelines, policies, and processes.
• Determine the urgency of patient symptoms and direct patients to the appropriate level of care.
• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.
• Document patient interactions accurately in the electronic health record (EHR) system.

Clinical Support

• Assist with complex patient cases and provide clinical support to the triage team.
• Collaborate with physicians, nurse practitioners, and other healthcare professionals to ensure comprehensive care.
• Participate in clinical decision-making and provide expertise for escalated calls.
• Assist in clinical quality review, analyzing calls according to the client’s clinical quality guidelines.

Operational and Financial Management

• Support Hummingbird business strategies, such as The Good Jobs Strategy, within your team.
• Partner with Support Services team to ensure adequate and efficient staffing, training, reporting, and quality assurance.
• Instill a culture of trust and transparency among team members and support your team in achieving performance goals.
• Ensure team adherence to operational tactics to achieve performance goals.
• Serve as the primary contact for escalations from Nurse Triage team members.
• Actively listen to team concerns, identify patterns, and provide timely feedback to management to enhance service delivery.
• Monitor team performance against financial and operational metrics and provide reports to the Manager.

Process Optimization

• Partner with customer clinic management to maintain knowledge management system information, update daily announcements, and troubleshoot issues.
• Partner with the PAaaS Improve team to implement new process and technology solutions within the team.
• Drive team efficiency, effectiveness, and adaptability to changing market conditions.
• Utilize data to identify trends, issues, and solutions within the team’s operations.
• Implement strategies to improve team performance and workflow.

Customer Service Excellence

• Answer patient calls and handle escalations from agents.
• Ensure the team meets service level agreement targets.
• Maintain a high standard of customer service to all stakeholders, including patients, providers, and clinic staff.
• Ensure consistent and superior customer service across all interactions.
• Develop and implement practices within the team to deliver, measure, and improve customer service experiences.

Team Leadership

• Provide day-to-day supervision to help your team meet department and organizational goals.
• Develop performance monitoring tools to be used within the remote working environment.
• Conduct regular 1-1s with team members, offering guidance and support to help them overcome challenges and achieve their objectives.
• Assist managers by providing input for performance evaluations, resource allocation, and workload management.
• Coordinate cross-functional work efforts and drive projects to timely completion.

Required & Desired Skills

Required Skills and Experience

• 4+ years of experience as a contact center nurse triage agent, to include 1+ years of supervisory, team lead, and/or mentoring and coaching experience.
• Associate or bachelor’s degree in nursing (BSN preferred).
• Current, unrestricted RN license in the state of North Carolina.
• Familiarity with triage protocols or guidelines.
• Advanced clinical assessment and decision-making skills via telephone.
• Strong leadership and team management skills.
• Excellent communication and collaboration abilities.
• Ability to manage operational tasks and achieve performance goals.
• Proficiency in using technology to enhance team processes and operations.
• Comfortable working in a remote work environment.

Desired Skills and Experience

• Current Compact State Nursing License or eligibility for licensure in a compact state.
• Experience with patient scheduling workflows in Epic.
• Familiarity with Hummingbird business strategies such as The Good Jobs Strategy.
• Knowledge of contact center technologies and best practices.
• Experience in leading and managing nurses and clinical team members.

The Hummingbird Approach

We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement

Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to [email protected] to request accommodations and we’d be happy to chat.