Supervisor Call Center Rn - San Diego, United States - Kaiser Permanente

Kaiser Permanente
Kaiser Permanente
Verified Company
San Diego, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Summary:

Oversee the daily operation of the call center to include regular monitoring and coaching of TMS and CSS, maintaining schedule adherence, and managing to predetermined productivity levels


Hours of Work:
8 hour shifts, including weekends, in a 24 hour per day, 7 day per week call center.


Essential Responsibilities:


  • Supervise all call center personnel during assigned shift.
  • Monitor (listen to both sides of telephone conversation) TMS and CSS on regular basis.
  • Coach (provide feedback) TMS and CSS after each monitoring session.
  • Actively manage productivity by maximizing all human and technical resources.
  • Actively manage absenteeism and tardiness within the unit and document discrepancies.
  • Actively plan for and participate in call center staff meetings.
  • Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures.
  • Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers.
  • Provide team guidance, support, and reinforcement.
  • Support management decisions in a positive manner.
  • Display excellent human relations skills by showing a sincere interest in employees problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members welfare by listening with empathy.
  • Be sensitive to morale and motivation issues and strive to constantly improve the work environment.
  • Participate in disciplinary actions and counseling sessions.
  • May occasionally be required to handle overflow calls.
  • Accept new directions/assignments in support of the departments objectives.
  • Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate.
  • Assist with clinical guidelines and operational procedures development.
  • Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments.
  • Participate in research projects and outcome studies related to telemedicine.
  • Assist in training of new hires.
  • Prepare performance appraisals for TMS and CSS within prescribed time frames.
  • Work with the TCS Scheduler to maximize the centers human resources.
  • Participate in interviewing process for new hires.
  • Additional duties as assigned.

Basic Qualifications:

Experience

  • Minimum five (5) years of nursing experience in an acute or ambulatory care setting, or as a telemedicine RN.
  • Minimum one (1) year of prior supervisory or leadership experience.
Education

  • High School Diploma or General Education Development (GED) required.
License, Certification, Registration

  • Registered Nurse License (California) OR Physician Assistant License (California) OR Nurse Practitioner Certificate (California)
  • Basic Life Support

Additional Requirements:


  • Prior supervisory or demonstrated leadership experience.
  • Ability to use computer, keyboard, and mouse.
  • Previous telephone triage experience.
  • Ability to speak and write English clearly.
  • Customer service experience.
  • Detailoriented individual with proven successful ability to work effectively under conditions requiring speed and accuracy.
  • Organized and flexible with ability to handle multiple tasks and varying priorities in a fast paced environment.
  • Experience with and understanding of basic computer, telephone, and fax systems.
  • Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:


  • Minimum one (1) year of telephone triage experience.

PrimaryLocation :
California,San Diego,California Service Center

HoursPerWeek : 40


Shift :
Evening


Workdays :
Sun, Mon, Tue, Wed, Thu, Fri, Sat

WorkingHoursStart : 03:00 PM

WorkingHoursEnd : 11:30 PM


Job Schedule :
Full-time


Job Type :
Standard


Employee Status :
Regular


Employee Group/Union Affiliation :
NUE-SCAL-01|NUE|Non Union Employee


Job Level :
Team Leader/Supervisor


Job Category :
Nursing Licensed & Nurse Practitioners

Department :
California Service Center No.- Generl Admin-Regional - 0801


Travel :
No
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