Job Information
St. Luke's University Health Network Supervisor, Connect to Care in Easton, Pennsylvania
St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
Job Profile Summary
The Supervisor, Connect to Care Center is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) and Patient Engagement Partners (PEPs) to deliver an exceptional patient experience in an afterhours setting. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training.
JOB DUTIES AND RESPONSIBILITIES:
Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers.
Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues.
Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages.
Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advic e based on clinical protocols and procedures. Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels.
Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center.
Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels.
Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently.
Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity.
Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center.
Collaborates with practices and PODs to maintain connection with the while serving as a point of contact for specialty team matters.
Other related duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS:
Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.
EDUCATION:
Required:
Graduate of an accredited nursing program.
Active Pennsylvania Nursing License.
Preferred:
Bachelor’s degree in Nursing.
TRAINING AND EXPERIENCE:
Required
Minimum 3 plus years’ recent clinical experience in a physician office, home health, critical care and/or emergency room.
Electronic Medical Record system experience.
Preferred
Epic experience.
Previous contact center experience.
Previous management experience.
Competencies required:
Strong business acumen
Skilled in all forms of communication
Effectively able to develop self and others
Leadership presence/EQ, presents as a composed and competent leader
Quality focused
Exudes patient and customer service focus
Shares a compelling strategy that inspires other
Ability to work from home in accordance with the Network Work from Home Policy if needed.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)
Founded in 1872, St. Luke’s University Health Network (http://www.slhn.org/) (SLUHN) is a fully integrated, regional, non-profit network of more than 20,000 employees providing services at 15 campuses and 300+ outpatient sites. With annual net revenue of $3.5 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital.
SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Fortune/Merative 11 times total and eight years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally.
SLUHN has been named a Top Workplaces 2023 by the Morning Call. In addition, St. Luke’s has been named a Top Workplace nationally, in the Philadelphia region, and in New Jersey. St. Luke’s is the ONLY healthcare institution in Pennsylvania and the third-highest ranked healthcare entity in the nation to be deemed a Top Workplace in 2023. In 2023, St. Luke’s was named one of America’s Best Employers for Women by Forbes. St. Luke’s was the only employer in the Lehigh Valley to be named to the list and was one of only two healthcare employers in Pennsylvania to receive the designation. St. Luke’s University Health Network is the top-ranked Lehigh Valley-based employer in Forbes Magazine’s ranking of employers in Pennsylvania.
Learn More Here. (http://www.slhn.org/About)