Jobs

    Call Center Advice Nursing Supervisor - Duluth, United States - Kaiser Permanente

    Kaiser Permanente
    Kaiser Permanente Duluth, United States

    13 hours ago

    Kaiser Permanente background
    Description

    Job Title: Call Center Advice Nurses Supervisor

    Company: Confidential


    Job Summary:
    To provide daily direct supervision and leadership to the Call Center Advice Nurses (RN), ensuring patient care practices align with organizational policies, quality standards, and performance expectations. Collaborate with Service Associate Supervisors, Healthcare Teams, and other departments to coordinate patient care activities.


    Essential Responsibilities:

    • Ensure patient safety by enforcing adherence to Nursing Guidelines, Organizations Policies, Standards of Care, and Regulatory Agencies Standards.
    • Manage patient calls to maximize customer satisfaction and minimize risk exposure.
    • Verify nurses work within the scope of nursing practice.
    • Demonstrate strong clinical knowledge, judgment, and competency.
    • Maintain telephone service standards and respond to member concerns promptly.
    • Participate in Quality Improvement Program and monitor performance metrics.
    • Accept calls for nurse triage, respond to emergencies, and contribute to nursing guidelines development.
    • Participate in staff hiring, scheduling, performance reviews, and training.
    • Uphold ethical behavior, ensure quality of advice responses, and support medical offices after hours.
    • Perform competency assessments and ensure compliance with organizational policies and regulations.
    • Protect confidentiality of information and maintain ethical standards.
    • Perform other assigned duties.

    Basic Qualifications:

    • Minimum 1 year of management and leadership experience.
    • Minimum 3 years of nursing experience.

    Education:

    • Associates Degree in Nursing.

    License, Certification, Registration:

    • Registered Professional Nurse License (Georgia) required.
    • Basic Life Support certification required from American Heart Association.

    Additional Requirements:

    • Excellent communication and keyboarding skills.
    • Demonstrated clinical knowledge, judgment, and customer service focus.
    • Completion of a Customer Service Assessment.

    Preferred Qualifications:

    • Minimum 5 years of supervisor or management experience.
    • Demonstrated customer service aptitude.
    • Bachelors Degree in Nursing.

    Notes:

    • Required to work rotating weekends and holidays.