Access Point is a leading provider of healthcare-focused call center and telehealth solutions and is part of Lifepoint Health, a diversified healthcare delivery network committed to making communities healthier® with acute care, rehabilitation, and behavioral health facilities from coast to coast. From your first day to your next career milestone—your experience matters. As we work to support physicians, health systems, ACOs, FQHCs, municipalities and healthcare technology firms, our goal is to put the patient at the center of care and deliver exceptional service and value. We interact with more than two million patients annually, and our unique combination of both clinical and non-clinical services allows us to deliver the right resource at the right time to improve the patient’s medical journey and experience. Access Point’s offerings are available nationwide to help improve the health and well-being of the populations we serve.
The Telephonic – Access Point Behavior Health Transfer Center Supervisor- Nurse (RN/LPN) is responsible for Access Point Behavior Health Transfer Center team members ensuring they are providing the highest level of customer service to callers. The Supervisor will use the appropriate procedures, tools, and resources to assist with call volume or managing inbound cases. The Supervisor will use the appro-priate procedures, tools, and equipment to support, training, and coach the staff as needed. Telephonic – Access Point Behavior Health Transfer Center Supervisor- Nurse (RN/LPN) plays a major part in acting as a liaison between internal and external customers by providing best customer service and advocate patient centric care by assisting with timely transfers.
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
- Oversee all aspects of department activities on daily basis by giving direction to Team leads and be the liaison between leadership and frontline staff advocating for consistency and standardization of the processes.
- Provide ongoing efficient communication to the staff by being an extension of the Manager.
- Stays up to date with all departmental procedures, protocols, and communications to ensure ad-herence of appropriate process for final referral resolution.
- Motivate and encourage agents through positive communication and feedback.
- Monitor department performance objectives, meet standards, and ensure customer satisfaction goals are met.
- Trains and educates transfer center staff on standard protocols and customer service best practice.
- Collaborate and monitor while working with education team to prepare and deliver new and ongoing training for staff using the most up-to-date information.
- Act as a resource for all team members including: Clerks, Coordinators (RN, LPN, Paramedic, EMTs, Social workers, and Non- Clinical).
- Monitor queue(s)and track inbound/outbound calls. Keep staff aware of inbound/outbound calls, calls waiting, abandonment rate, etc. through the shift. Provide coverage as needed by holding self and staff accountable in their roles.
- Collaborate with Work Force Management by managing productivity goals set by the department by holding staff accountable during their shifts with the breaks, meal breaks etc.
- Responsible for resolving problems and complaints in real time. Assist with escalated calls as needed.
- Hold staff accountable with the ongoing education being offered and delivered with most up-to-date information.
- Identify frequently encountered problems/questions/solutions and work with appropriate person-nel to provide best service.
- Meets with staff on bi-weekly/monthly basis to provide ongoing feedback focusing on KPI and overall performance goals for department and individuals.
- Assist Manager/ Director with employee annual performance review by giving consistent feed-back about individual staff.
- Work to consistently have tools and aides for employees that are accessible, accurate and cur-rent to ensure that Access Point Behavior Health Transfer Center staff receive the appropriate support and training to apply the best skills and knowledge on the job.
- Continually enhance knowledge and awareness of industry standards, trends, and best practices to strengthen organizational knowledge and the Access Point Behavior Health Transfer Center.
- Create and maintain files on each designated employee as they relate to attendance, production, and reviews.
- Assist manager/director by conducting candidate interviews, offering input into the hiring deci-sion.
- Maintain departments policies and procedures, reviewing and updating as needed.
- Actively participate in special projects as needed and be change agent for new processes and tools to the team.
- Continuously monitor department processes and recommend to management new and innovative ideas for service improvement.
- Competent in the application of Medical Necessity criteria.
- Educates nurses, physicians, and ancillary staff in level of care and admission/transfer issues/ opportunities.
- Through effective and professional communication, acts as a liaison between and with physi-cians, patient / family, hospital staff and patient care areas, outside agencies to promote effi-cient patient flow.
- Demonstrates knowledge of regulatory requirements, EMTALA, Lifepoint Health Ethics and Compliance policies and quality initiatives. Monitors team-compliance and implements process changes to ensure compliance to such regulations and quality initiatives as they relate to the provision of Access Point Behavior Health Transfer Center.
- Tracks and trends barriers to patient flow, makes recommendations and develops action plans to improve processes and systems.
- Engages in departmental “team” approach to ensure all elements are communicated (both written and verbal) to facilitate patient transfer and/or throughput.
- Adheres to established protocol, procedure, and standard of care, escalates issues through the established Chain of Command in a timely manner.
- Must be able to multitask by attentively listen and simultaneously type 38-40 wpm.
- Must meet Internet speed requirements: Upload 50 or more; Download 100 or more.
- Must have clear understanding about the Access Point Behavior Health Transfer Center Key per-formance indicators and be a part of the Access Point Vision to reach the goals.
- Telephonic – Access Point Behavior Health Transfer Center Supervisor- Nurse (RN/LPN) will consistently work in rapid change environment.
ADDITIONAL INFORMATION:
- Reports to: Access Point Behavior Heath Transfer Center Manager
and / or Director
- Nature of Supervision Received: Minimal; individual proceeds on his / her own, in com-pliance with policies, procedures and practicing as prescribed by immediate supervisor.
- Positions Supervised: Access Point Behavior Health team members
- Interactions with: External and Internal Customers
KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education: Graduate of an accredited school/college; Bachelor’s degree preferred.
Experience:
- Three years of related clinical experience in an acute care setting (ED or Critical Care Preferred); Behavior Health experience is preferred
- Demonstrated skills in problem solving, analytical and critical thinking, prioritization, negotia-tion, conflict resolution, proactive decision making.
- Ability to establish and maintain collaborative and effective working relationships.
- Ability to communicate effectively in oral, written, and electronic formats.
Required License/Registration/Certification:
- Current Nurse (RN/LPN/LVN) licensure in State of Residence. Required Compact License
- Must maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education. No nurse will be scheduled to work any shift if their nursing license has expired. It is the nurse’s responsibility to ensure that the Manager of the Access Point Behavior Health Transfer Center Operations is notified immediately if their license status changes. Failure to comply with this requirement will result in termination of employment.
- Maintain current nursing skills and knowledge base by attendance at workshops and seminars, completion of mandatory continuing education, reading of professional journals, publications, and participation in professional organizations.
SKILLS AND ABILITIES:
Statistical Mathematical Skills - Ability to work with mathematical and algebraic concepts such as prob-ability, statistical inference, and forecasting. Ability to apply and analyze concepts such as fractions, percentages, ratios, and proportions to practical situations.
Moderate Computer Skills - Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc. Ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases, and presentations to support business objectives.
Complex Communication - Frequently communicates complex information and interacts with manage-ment. Can present, resolve, and address delicate situations. Can motive and persuade others.
Varied Business Problems -Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedent, and practices.
Department Specific - Decisions impact the management and operations within a department. May con-tribute to business, and operational decisions that affect the department.
Functional Independent Judgement - Provides and sets goals and priorities for functional area. May make recommendations for department policies, practices, and programs. Makes decisions for and/or resolves problems for others.
Project Planning/Organization - Handle multiple projects simultaneously including task delegation, pro-ject oversight, and resource allocation.
PHYSICAL AND MENTAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for ex-tended periods of time; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body re-quired for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Noise level in the work environment is typical for an office and/or hospital environment.
No travel required.
“Life Point is an Equal Opportunity Employer. Life Point is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment.”
We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
