Manager, Triage ACO

Manager, Triage ACO

Full Time

Rotating coverage 12 hour shifts: 8am-8pm with every other weekend coverage.

North Fort Myers, FL (potential for hybrid/remote)

The Triage ACO Manager is responsible for managing the day-to-day operation of a clinical triage call center and implementing established policies, procedures, and service models. This line is available to patients 24/7, 365 days. Uses performance and quality standards to achieve and maintain required care delivery levels. Monitors operations with call data analysis to identify trends, measure productivity, and respond to increases in demand for services. Conducts recruitment and selection activities to maintain optimum levels of nursing staff. Ensures compliance with nursing staff standards for competencies, assessments, licensure, certifications, and other annual training. Responds to escalated problems and may provide patient care evaluations and recommend responses.

Responsibilities
• Assesses the feasibility of current workflows and advises on changes to ensure quality care and process improvements.
• Conducts interviews and selection activities to maintain optimum levels of nursing staff.
• Demonstrates independent decision-making as appropriate in the evaluation of triage calls administration and performs adverse reaction protocols, as necessary.
• Monitor the triage line and evaluate incoming and outgoing calls for sound clinical judgment and professionalism.
• Monitors operations with call data analysis to identify trends, measure productivity, and respond to increases in demand for services.
• Oversight for all team members, all shifts.
• Provide education and instruction to newly hired staff and ongoing continuing education to existing staff.
• Review documentation, and ensure assessment and guidance provided are within the scope of practice with safe clinical decision-making.
• To connect our patients with the knowledge, experience, and skills of our clinical nursing staff to assure optimal health outcomes for individuals and the population.
• To serve our patients and providers as an essential member of the care team.
• Train and develop the phone triage staff for the call center based on MPG's established protocol, policies, and procedures.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications
• Bachelor's degree in nursing (BSN), required. Must have completed at an approved NLN institution.
• Certification required, CPR/BLS (must be current)
• 5+ years of Clinical nursing and managerial experience
• 3+ Years of Call center and triage services experience
• Proven experience in developing call center staff and utilizing data analytics to make decisions and improve processes.
• Ability to work independently in a fast-paced, cross-functional environment.

Benefits:

• 3 weeks PTO & 7 paid holidays
• Medical, Dental, Vision
• Employer Paid Basic Life & Short Term Disability coverage (goes into effect after 1 year of full-time employment)
• 401(k) with match
• Other Employee Discount programs like Tickets at Work and cell phone discounts
• Other benefits: Dependent Care FSA, Voluntary Life, Long Term Disability, Critical Illness, Pet Insurance, and more

See Full Job Description for more details

Why Millennium?

Millennium Physician Group is one of the largest comprehensive primary care practices with healthcare providers throughout Florida.

At Millennium Physician Group, you will find an organization that focuses on family and building a strong network of people to care for the communities we serve. We are always searching for employees who have a strong customer service attitude, fantastic teamwork skills and a willing smile ready to share.

Our promise is to provide you with the tools to do your job successfully, as well as providing a team atmosphere that empowers you to seek better ways to deliver care to our patients and their families. We also promise to care for you as an individual and help you grow in your role with Millennium Physician Group.

If you are interested in joining an organization that puts an emphasis on team work and family, then Millennium Physician Group is the right choice!