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RN Supervisor, Telephonic Chronic Care Management - Lenexa, KS req18986 in Lenexa, KS at Quest Diagnostics

Date Posted: 3/13/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lenexa, KS
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/13/2019

Job Description

Schedule:  7 am to 7 pm (adjustable) 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:

Manage and direct all aspects of call center operations related to Chronic Care Management Patient Care call center staff managing patients with 2 or more chronic conditions and who have elected to work each month with their assigned call center team (certified medical assistants) to work towards the health improvement goals set by the patients and their physician. Implements and reviews call center processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to patients, family members and caregivers, and physician clients.  Facilitates resolution of escalated calls and handles more complex interactions (e.g. knowing when a patient needs to be seen by their doctor).

Duties and Responsibilities:

•           Leads by example in demonstrating “gold standards” behaviors.

•           Responsible for the supervision, coaching, monitoring, training, and performance management of assigned staff

•           Responsible for daily operations of the department, including monitoring of call management system.

•           Supervise a team that completes monthly, pre-arranged telephone calls with patients enrolled in the chronic care management program. 

•           Phone calls include documenting the current status of the patient (medications, health questionnaires) and encouraging patients to self-manage their chronic conditions and make progress towards the goals set by the patient and their physician.

•           Creates, posts and discusses with department DASH report metrics and department performance.

•           Plans and coordinates customer service activities, ensuring that commitments are met and that questions or complaints are processed properly and efficiently.

•           Consistently initiates and maintains communication with, and provides high level service to our internal and external customers.

•           Contributes to the development of new procedures and processes and the modification of existing procedures.

•           Oversee the support, direction, and training of company policies and procedures and business unit quality improvement (Compliance, QMS, PCGS, SOP’s, etc.).

•           Ensure compliance with all federal and state regulations.

•           Develops, coaches and mentors staff and provides general supervision to ensure all tasks are completed accurately and in a timely fashion.

•           Recognizes quality service issues and provides feedback and coaching to appropriate personnel on opportunities for improvement.

Qualifications:

Education Preferred: Registered or Licensed Vocational Nurse required.  BA / BS or equivalent experience or

Work Experience:     5 years professional experience managing patient care, ideally in a primary care or urgent care setting.  Work in a nurse outreach call center environment, preferred.

Other:            

•           Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams.

•           Excellent interpersonal, customer service and communication skills

•           Demonstrated success in meeting high performance standards related to work quality and quantity.

•           Proven ability to manage and resolve conflict

•           Customer Focus

•           Action Oriented

•           Conflict Management

•           Strong Decision Making Ability

•           Sales Background, ability to coach to aggressive sales goals

•           Timely Decision Making

•           Managing and Measuring Work

•           Proficient desktop skills including Excel, Word, Workforce Optimization, Internet etc.