Demonstrate through behavior of AdventHealth's mission, vision, values and service standards as outlined in the organization's Whole Care Experience training
Maintain competence, oversee centralized support, and monitor volume and manage performance for nurse triage which includes the provision of omnichannel, protocol-based nurse triage for market consumers and AH patients
Create an environment that assures the productivity, performance, and well-being of each employee in the department
Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
Work with clinical and administrative leaders and practicing providers to maintain nurse triage protocols as well as provider call schedules and preferences
Participate in the ongoing development and optimization of CxC operations; ensure performance is aligned with organizational goals
Collaborate with CxC, functional, market, and technology leaders to further digitalize and optimize clinical functions as well as develop new services that support AdventHealth's mission and strategic imperatives
Maintain competence, oversee and evaluate centralized support, monitor volume and manage performance. Assess ongoing training and education needs associated with the teams' ability to perform their responsibilities
What You Will Need:
Education and Experience Required:
Bachelor's degree and/or higher-education level or completed coursework in nursing, business or health services administration
Graduate of an accredited Registered/Professional Nursing program
3 to 5 years of relevant, nursing manager level experience
Experience providing triage or nursing services in a centralized environment
Licensure, Certification or Registration Required :
State licensure as a Registered Nurse (RN)
Relevant life support certification as determined at position level
Knowledge and Skills Required :
Ability to articulate the mission of AH and the CxC
Experience and proven track record with large-scale change management in a healthcare setting
Proven team builder with experience in developing organizational culture
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Proficiency in Microsoft Suite programs and Adobe
Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
In partnership with other leaders, the Manager of Clinical Services will lead the organization and delivery of the centralized nursing services within the Consumer Experience Center (CxC) namely telephonic- and chat-based nurse triage, and virtual monitoring. This includes managing frontline and supervisory staff and being accountable for consistent quality performance, including the service's ability to consistently meet established key performance indicators that support access and an optimal consumer experience.
The Manager will serve as a subject matter expert on the CxC's nursing services and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the CxC and the markets/functional areas supported by the CxC to continually improve service delivery, driving rapid and sustained process improvement initiatives and championing change management efforts in the teams they support. The Manager will participate in relevant implementations and optimizations for services and maintain a clear understanding of the organization and intersection of the CxC with other AdventHealth services. This role requires excellent communication and interpersonal skills to engage with associates and leaders alike.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.