Weekend Manager, Contact Center

Job Summary:The Weekend Manager, Contact Center, is responsible for overall management of patient care within designated area(s) within a primarily weekend assignment.

Essential Functions:

• Manages weekend operations of patient care activity and outcomes within the assigned area(s) of responsibility for a regionally based team(s) and ensures that a culture of compliance, accountability, patient outcomes and excellence is maintained. Collaborates extensively with staff and management from multiple departments to achieve outcomes.
• Performs management duties as manager on-call for triage clients with duties ranging from simple front-line support to full management responsibilities.
• Assists with prioritizing patient and family needs on the weekends.
• Actively keeps abreast of hospice and palliative care trends, best practices and compliance requirements.
• Actively leads and promotes a culture of excellence and innovation to continually improve employee engagement.
• Actively applies an inclusive management style.
• Works with colleagues from other department including other clinical operation departments and triage clients to facilitate excellent patient care on the weekends.
• Assists the Managers, Contact Center, with other responsibilities as assigned including but not limited to auditing charts, implementing processes, scheduling and payroll, and licensing.
• Assists the Managers, Contact Center in managing employee performance within assigned area(s) of responsibility.
• Assists the Managers, Contact Center in ensuring competency of staff with all EMR’s, triage client processes and referral and scheduling processes.
• Promotes knowledge of palliative care and hospice philosophies and articulates and promotes the organization’s vision, mission, and values within the community.
• Upholds departmental, organizational, regulatory and legal protocols, policies and practices.
• Upholds the organizational Code of Conduct and always represents NorthStar Care Community in a positive and professional manner.
• Adheres to the NorthStar standards to care for every person, every time, 100% of the time.
  

Qualifications:

• Minimum of a Bachelor’s degree or the equivalent amount of education and experience in a clinical and/or administrative field.
• Licensure: Graduated from an accredited school of nursing with a current license to practice in State of Michigan as a Registered Nurse.
• Two (2) to three (3) years of health care management and/or preceptorship experience preferred, and an understanding of regulatory issues required.
• A minimum of one (1) to two (2) years of clinical experience required; clinical expertise in hospice preferred.
• Certification in hospice nursing (CHPN) preferred.
• Knowledge of regulatory requirements and compliance as it pertains to hospice preferred.
• Must possess emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels.
• Excellent interpersonal skills with the ability to comfortably interact at all social levels and with colleagues from many different backgrounds, ethnic origins and skill levels required.
• Must possess sound judgment; effective organizational, prioritization and follow-through skills; attention to detail; accuracy; dependability; tact; and ability to maintain confidential information.
• Ability to communicate effectively and professionally in writing and verbally to perform management duties and to promote good working relationships.
• Ability to effectively use technology in support of management and clinical operations.
• Must be able to read, write and speak English fluently and be able to communicate orally and in writing in internal and external relationships for all essential job functions.
• The physical demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching
• Must be eligible to work in the United States.