Job Description

Supervisor Call Center RN

Location: San Diego, CA Job Number: 970594 Date posted: 08/04/2021 Submit Interest Add to Favorites Remove from Favorites

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Description: 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 department's 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 center's 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.

Education

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• California State licensed RN, NP or PA.


• BLS certification.

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.


• Detail-oriented 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.

Notes:

• Hours of Work: 8 hour shifts, including weekends, in a 24/7 call center.

• Shifts beginning: 2300 up to including 0200.

Primary Location: California,San Diego,Kaiser Permanente On Call @ Copley Scheduled Weekly Hours: 40 Shift: Night Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat Working Hours Start: 11:00 PM Working Hours End: 07:30 AM 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 Department: KP On-Call @ Copley - Generl Admin-Regional - 0801 Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
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