Transfer Center Supervisor RN/LPN

Transfer Nurse (RN), Transfer Center
Job Type: Full-time | Nights (7a-7p) 

 

Who We Are:

 

Access Point is a leading provider of healthcare-focused call center and telehealth solutions and is part of Lifepoint Health, a diversified healthcare delivery network committed to making communities healthier® with acute care, rehabilitation, and behavioral health facilities from coast to coast. From your first day to your next career milestone—your experience matters. As we work to support physicians, health systems, ACOs, FQHCs, municipalities and healthcare technology firms, our goal is to put the patient at the center of care and deliver exceptional service and value.  We interact with more than two million patients annually, and our unique combination of both clinical and non-clinical services allows us to deliver the right resource at the right time to improve the patient’s medical journey and experience.   Access Point’s offerings are available nationwide to help improve the health and well-being of the populations we serve.     

 

People are our passion and purpose. 

Where We Are:

Why Choose Us:

• Health (Medical, Dental, Vision) and 401K Benefits for full-time employees
• Competitive Paid Time Off 
• Employee Assistance Program – mental, physical, and financial wellness assistance
• Tuition Reimbursement/Assistance for qualified applicants
• Advancement opportunities with responsive, supportive leadership
• Continuing education opportunities
• And much more…

Position Summary:

The Telephonic – Access Point Behavior Health Transfer Center Supervisor- Nurse (RN/LPN) is responsible for Access Point Behavior Health Transfer Center team members ensuring they are providing the highest level of customer service to callers. The Supervisor will use the appropriate procedures, tools, and resources to assist with call volume or managing inbound cases. The Supervisor will use the appro-priate procedures, tools, and equipment to support, training, and coach the staff as needed. Telephonic – Access Point Behavior Health Transfer Center Supervisor- Nurse (RN/LPN) plays a major part in acting as a liaison between internal and external customers by providing best customer service and advocate patient centric care by assisting with timely transfers. 

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation. 

• Oversee all aspects of department activities on daily basis by giving direction to Team leads and be the liaison between leadership and frontline staff advocating for consistency and standardization of the processes. 
• Provide ongoing efficient communication to the staff by being an extension of the Manager. 
• Stays up to date with all departmental procedures, protocols, and communications to ensure ad-herence of appropriate process for final referral resolution.
• Motivate and encourage agents through positive communication and feedback. 
• Monitor department performance objectives, meet standards, and ensure customer satisfaction goals are met. 
• Trains and educates transfer center staff on standard protocols and customer service best practice. 
• Collaborate and monitor while working with education team to prepare and deliver new and ongoing training for staff using the most up-to-date information. 
• Act as a resource for all team members including: Clerks, Coordinators (RN, LPN, Paramedic, EMTs, Social workers, and Non- Clinical). 
• Monitor queue(s)and track inbound/outbound calls. Keep staff aware of inbound/outbound calls, calls waiting, abandonment rate, etc. through the shift. Provide coverage as needed by holding self and staff accountable in their roles. 
• Collaborate with Work Force Management by managing productivity goals set by the department by holding staff accountable during their shifts with the breaks, meal breaks etc.
• Responsible for resolving problems and complaints in real time. Assist with escalated calls as needed. 
• Hold staff accountable with the ongoing education being offered and delivered with most up-to-date information. 
• Identify frequently encountered problems/questions/solutions and work with appropriate person-nel to provide best service. 
• Meets with staff on bi-weekly/monthly basis to provide ongoing feedback focusing on KPI and overall performance goals for department and individuals.
• Assist Manager/ Director with employee annual performance review by giving consistent f