Clinical Triage Nurse Supervisor - Clinical Triage

Title: Clinical Triage Nurse Supervisor - Clinical Triage

Location: Midtown

Org Unit: FDTC Access Center

Work Days:

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $124,300.00 - $137,700.00

• As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

The Clinical Triage Supervisor - Clinical Triage serves as a clinical leader within the Clinical Triage contact center and is responsible for training, coaching, and overseeing daily operations, supporting staff performance, ensuring quality standards, and facilitating effective team communication to ensure consistent excellent patient experience. In addition to performing all responsibilities of the Registered Nurse-Clinical Triage role as needed by patient demand, the Charge Nurse provides leadership, coaching, quality assurance (QA) support, and operational guidance to ensure patients are navigated to the appropriate level of care with the appropriate level of urgency. The Charge Nurse promotes a culture of safety, quality, accountability, and exceptional patient experience while supporting the mission of delivering the right care at the right time.

Job Responsibilities

• Supervises, plans, and leads functions related to assigned Clinical Triage RNs
• Oversees the handling of escalated complaints or inquiries regarding contact center clinical triage functions.
• Carries out day-to-day supervision, coaching, call monitoring, training, and reviewing of assigned Clinical Triages RNs.
• Develops and communicates performance standards to Clinical Triage RNs and performs evaluations in a fair and timely manner.
• Strong organizational skills with the ability to handle numerous projects simultaneously. Demonstrates the ability to think analytically and synthesize complex information.
• Encourages others to develop skills in areas that will be needed for the future. Arranges development opportunities that help others builds new skills.
• Demonstrates initiative and self- direction; can apply knowledge and make sound judgements to effectively resolve issues or concerns.
• Conducts regularly scheduled team meetings to communicate issues or changes in policies/ procedures while maintaining accessibility for one-to-one communication.
• Demonstrates a willingness to participate and share expertise on projects/ committees and with leadership.
• Manages work to KPIs, mission, value, and objectives of overall Clinical Triage contact center set by the Clinical Triage Manager.
• Has willingness to aid in day-to day execution of tasks and clinical triage based on patient demand.
• Effectively communicates with the Clinical Triage Manager and Management and summarizes feedback from the Clinical Triage RNs.
• Participates in quality, subsequent reporting, and escalation to support services while providing additional support to these functions to ensure patient needs are met.
• Participates in Clinical Triage RN training and onboarding, supports process improvement initiatives, engages in professional development and peer reviews, and performs other tasks as required.
• Promotes transparent communication among leadership teams.
• Responsible for other duties assigned by Clinical Triage Manager.

Education

• Bachelor of Science in Nursing (BSN) required.
• Masters Degree in Nursing, Healthcare Administration or related field preferred

Experience

• Minimum 5 years of experience as a Registered Nurse
• Minimum 2 years of experience in clinical triage, contact center nursing, ambulatory care, emergency department, acute care, or critical care.
• Minimum 3 years of experience in previous leadership, charge nurse, preceptor, team lead, or supervisory experience preferred
• Experience with Quality Assurance, performance improvement, or audit activities preferred
• Experience with Epic and electronic triage software preferred

Knowledge, Skills and Abilities

• Strong clinical assessment and telephone triage skills.
• Demonstrated leadership and team-building abilities.
• Ability to coach, mentor, and develop staff.
• Strong understanding of quality assurance principles and performance improvement methodologies.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to effectively manage competing priorities in a fast-paced environment.
• Proficiency with EMR systems, clinical technology, and reporting tools.
• Bilingual (English/Spanish) preferred.

Licenses and Certifications

• Current New York State Registered Nurse License and Registration is required.
• BLS Certification (issued by the American Heart Association)
• Specialty certification in Ambulatory Care, Telephone Triage, or Leadership preferred

Working Conditions/Physical Demands

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of "any person, any study." No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans' Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.