VA Clinical Contact Center Registered Nurse Supervisor-REMOTE OPPORTUNITY - Reston, United States - Demo - Maximus

Description

Job Summary

Job Summary: The VA Clinical Contact Center Nurse Supervisor is a registered nurse (RN) with collegiate preparation from an accredited nursing program, experience managing RNs and other staff, and experience providing telephone triage services. The Nurse Supervisor is responsible for supervision of the daily activities of their direct reports, and providing coaching and development as needed in a call center setting during off hours on weekends, holidays, evenings and nights (WHEN) hours. Nurse Supervisors are also responsible for providing triage, referrals, and patient care recommendations utilizing approved algorithm software.

Essential Job Duties and Responsibilities:

•Manages a team of nurses and oversee their daily work.

•Provides real-time coaching, career development, and plans for improved performance for direct reports.

•Implements operational policies and procedures based on observations.

•Observes and follows company policies and procedures and holds subordinates accountable for following company policies and procedures.

•Completes daily and weekly administrative deliverables, including progress reports, coaching summaries, and performance evaluations.

•Utilizes sound clinical judgment in assessing, planning, implementing, documenting, and evaluating a full range of nursing care to patients with complex care needs over the telephone, assuming responsibility and accountability for nursing actions.

•Utilizes effective communication and customer service skills to triage symptom-based concerns.

•Evaluates the veteran, develops a working nursing diagnosis, formulates a plan, and provides recommended intervention, during the call utilizing approved algorithm software.

•Assesses, develops, and implements a plan to meet the patient's learning needs, including self-care and treatment measures.

•Completes initial assessments and reassessments of patients' condition and response to treatment and other clinical findings and initiates follow-up with the appropriate VA Medical Center.

•Provides clinical advice in accordance with the approved algorithm software, directs the veteran for care based on their symptoms, past medical history, and level of urgency while employing critical thinking skills and knowledge-based nursing judgment.

•Identifies potential problems involving resources and/or safety and taking action to avert or manage the situation.

•Utilizes telephone systems and computer applications. Performs Quality Management activities such as identifying problem areas and analyzing findings for change.

•Manage real-time monitoring of agents in Genesys, notification of unscheduled agents activities, adherence to schedule, and overall agent performance.

•Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis.

•Take incoming calls during high volume intervals (AHOD-All Hands on Deck).

•Work Schedule: Evenings and Nights shifts, alternating coverage including weekend, holidays, and day shifts.

•Performs other duties as assigned by management.

Education and Experience Requirements:

•Experience in ICU, ED, and/or Telephone Triage is preferred.

•Bachelor's degree or equivalent required.

•Five (5) years' clinical direct patient care experience required.

•Two (2) years of leadership experience required.

•Strong organization, teamwork, and interpersonal skills.

•Strong verbal and written communication skills are critical when responding to inquiries.

•Strong customer focus with ability to maintain customer rapport.

•Able to work in a fast-paced environment with focus on productivity and accuracy.

•Proficient in the use of Microsoft Office products

•Must be proficient in spoken and written English.

Additional Requirements as per contract/client:

•Position contingent on passing the VA security clearance

•United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

Physical Requirements:
This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued, standing and sitting. The incumbent must be a mature, flexible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs.

As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force's COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination. Maximus will provide accommodations to individuals with qualifying medical conditions or sincerely held religious beliefs, practices or observances that preclude vaccination, provided such accommodations are reasonable, do not create an undue hardship for the Company, and/or do not pose a direct threat to the health and safety of you or others in the workplace. Approval of such accommodation is a condition of employment. New hires must provide proof of vaccination or have an approved accommodation request prior to their orientation date.

Education and Experience Requirements

Essential Duties and Responsibilities:

Identify training needs and development opportunities for direct reports.

Discuss job performance concerns with direct reports to identify causes and issues and work closely with the HR department on resolving problems.

Participate in the work of direct reports to facilitate productivity or to overcome difficult aspects of work.

Evaluate direct reports' job performance and recommend appropriate personnel action.

Perform evaluations of patients that includes evaluation of health status, strengths, care needs, and preferences.

Instruct, demonstrate, observe skills and techniques of nursing staff and provide feedback to management. Raise issues of concern to management.

Assist with training of new Nurses and refresher trainings as assigned for existing nurses.

Identify task weakness in staff and take appropriate action to correct deficiency.

Assist management in providing assessment guidance to team members.

Minimum Requirements:

Current RN Licensure.

2 years of RN experience to include prior experience supervising RN's.

Ability to work with technology in the workplace.

Knowledge of the theory, principles, and practices of general professional nursing.

- Knowledge of state and agency laws and regulations governing general professional nursing practices.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.