Supervisor Triage Statline

Overview

MTF Biologics processes tissue grafts from human donors that are used in a growing array of clinical applications – positively affecting lives across the globe. As a global nonprofit organization that saves and heals lives by honoring donated gifts and serving patients, we collaborate with the medical, scientific, as well as organ and tissue donation communities.

 

Our goal is simple–do what's right for patients, surgeons, tissue donors, and their families through our guiding principles.

 

The Triage Shift Supervisor is responsible for shift productivity. This includes managing the workflow on the shift, responding to employee and client issues, performing quality monitoring /corrections in StatTrac and handling call volume in all skill sets as needed. This position is also responsible to facilitate employee and team development by coaching, career-path planning, skill-set advancement, incentive and recognition planning. This position is responsible for training any new processes or employees in all skill sets.In addition the supervisor is responsible for the delivery and management of all service quality initiatives including individual, shift, and department level targets.

Responsibilities

Responsible for specific employees

• Participate in new hire processes (i.e. interview and train).
• Manage and direct employees regarding quality, performance and process adherence.
• Provide ongoing direction and support to staff regarding individual growth and performance as well as project and time management.
• Coach and develop current employees.
• Initiate conflict resolution processes as needed for any employee in Triage.
• Provide feedback loop to employee and colleague Shift Supervisors regarding any TC.
• Evaluate and manage SMART goal process for TCs.
• Provide ongoing performance appraisals including annual reviews.
• Document employee feedback in employee records including achievements, counseling, and disciplinary actions as appropriate.
• Provide feedback loop to employee and colleague Shift Supervisors regarding any TC.

 

Train employees in all skill sets and processes:

• Participate in new employee orientation.
• Train all new client processes or changes within the existing client processes.
• Maintain complete training records for employees.
• Create and deploy training materials as needed for process, new skills, and client updates.
• Assist with career path development for Triage Coordinators. Creates and maintains any Statline specific courses in the learning Management System pertaining to communication center operations and facilitates all internal client specific updates/training on processes.
• Maintains all on-site training records for Statline and facilitates any internal audits related to those files.

 

Responsible for shift productivity:

• Maintain proficiency in all Triage skill sets including tissue, organ, precepting, and work flow management.
• Manage resource schedules and provide appropriate alternatives to staffing issues as needed.
• Assure highest level service delivery.
• Communicate shift change information to oncoming Shift Supervisor.
• Provide process related support including taking call as needed to manage volume and service levels.
• Facilitate all process changes and new client deployments to meet quality standards.
• Responsible to resolve scheduling issues and communicate resource needs to management.
• Responsible for daily resource scheduling to meet service expectations.
• Be proficient at all emergency procedures and be able to facilitate appropriate steps for maintain service during any outages.
• Be proficient in all electronic process management tools including but not limited to StatTrac, CMS, DOR, VNC, and electronic activity boards within specific processes.

 

Meeting Responsibility:

• Schedule and lead shift meetings.
• Attend Shift Supervisor meetings.
• Attend other meetings as determined by Director of Operations.

Manage, direct and perform quality monitoring on any employee on any shift as needed.

• Facilitate in conjunction with a representative of the quality department, a monthly status review of quality and document all results.
• Respond to client complaints and resolves appropriately.a. Investigate complaints.
• Communicate information to the appropriate Client relations representative.
• Identify and document need for resources to Operations Manager.d. Implement corrections for client in StatTrac (schedule changes, correction to referrals, etc.)
• Communica