Supervisor,PSC,Telehealth Nurs

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Due to our tremendous growth, we are currently hiring at various locations. We have 32 medical sites located throughout the Greater Los Angeles, Pasadena/San Gabriel Valley, South Bay, Long Beach, and San Fernando Valley area.

Responsible for supervising the 24 hour/ 7 days a week/ 365 days a year operations and activities of the Patient Support Center, to meet the department's customer service and patient satisfaction standards.

Monitors compliance to telephone triage protocols and pharmacy renewal protocols
Follows standard procedures for clinical appeals
Has 24 hr accountability including TeleHealth nursing (clinical) unit within Patient Support Center
Assures there is coverage of all shifts as required
Develops and approves staff work schedules
Takes escalated calls as well as high priority and difficult cases
Translates oral information into concise and accurate Written documentation.
Manages own work queues.
Monitors quality management adherance
Monitors and oversees staff work queues.
Performs call monitoring according to departmental standards, in addition to Patient Support Center Trainer
Ensures adherence to all protocols, Policies and Procedures (e.g. triage, pharmacy, departmental and corporate P&Ps)
Recognizes financial and medical/legal risks based on data collected during customer interactions and follow appropriate procedures
Utilizes HCP systems to resolve customer needs such as: appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs
Supervises the daily operations of the department, including all work flows, TATs, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines
Establishes and maintains effective working relationship with other HCP departments
Mentors, coaches, and motivates staff
Evaluates and monitors departmental and staff performance and administers staff evaluations
Collects and interprets data
Prepares and presents reports to department management
Takes healthplan calls and follows standard procedures
Presents information formally and informally to educationally and culturally diverse groups
Represents department in company sponsored projects
Participates in recruitment and hiring of staff
Recommends staffing adjustments based upon productivity and ACD Reports
Performs all duties of TeleHealth nurse
Demonstrates customer service oriented behavior at all times
Uses, protects, and discloses our patients protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
Performs additional duties and/or special projects as assigned

Current and valid California licensed registered nurse
BLS Certified
Ability to transfer knowledge and mentor/ motivate staff with diverse learning styles
Bachelor's degree from a four year college and/or
Over 2 years and up to 5 years supervisory experience
Over 3 years of clinical experience to include at least 1 year of critical care or ER experience
Ability to maintain composure in a challenging situation.
Proficient in Microsoft Office
35-40 WPM
Excellent telephone skills and etiquette
Excellent written communication skills
Excellent oral communication skills in person and on phone
Ability to multi-task
Ability to work in rotating work shifts
Demonstrates active listening skills
Good command of the English language
Ability to work as a team player
Customer service oriented