"Alerted.org

Summary

Oversees the delivery of telephone nurse triage through telehealth technology, ensuring quality patient care and seamless operations of a 24/7, 365 nursing department that serves patients, departments, and clinics for the entire Parkview Health service area. Ensures efficient and effective triage services, managing day-to-day operations, and contributing to the development of best practice, and process improvement of the nurse triage and medication refill processes. Requires a combination of clinical and technical expertise, strong leadership skills, and a commitment to delivering high-quality healthcare services.

Leadership and Management:

Responsible to direct and manage a large team of telehealth nurses and medication management co-workers.

Develops and implements policies, procedures, and protocols for telehealth nursing care. Ensures compliance with relevant regulations and standards. Develops the Telehealth nursing and Medication Management Specialist leadership team. Works collaboratively with Parkview Health departments to strategically develop telehealth services.

Clinical Expertise:

Possesses a strong foundation in nursing principles and practices, with a focus on telehealth. Stays up-to-date on the latest technologies and best practices in telehealth nursing. Provides clinical guidance and supports to nurses and other healthcare professionals involved in telehealth.

Operations and Technology:

Manages the implementation and utilization of telehealth technology and platforms. Oversees nurses scheduling and other logistical aspects of telehealth services. Identifies and implements process improvements to enhance efficiency and patient experience.

Collaboration and Communication:

Collaborates with Parkview healthcare providers, service lines, and stakeholders to ensure a cohesive approach to telehealth.

Communicates effectively with patients, families, and other stakeholders regarding telehealth services. Works closely with various clinical departments to ensure coverage for patient calls.

Quality and Improvement:

Monitors patient interactions to ensure high-quality care and adherence to clinical guidelines and protocols.

Identifies areas for improvement and implements strategies to enhance patient outcomes as well as patient and provider satisfaction.

Promotes clinical innovation to ensure pipeline of new services and patient-centered solutions.

Policy and Procedure Development:

Keeps abreast of changes in telehealth policies and procedures and implements them within the organization. Ensures adherence to departmental and Parkview Health policies and procedures.

Patient Experience:

Ensures positive patient experience with triage and medication management care, including technology usability and ease of access and well as monitoring and acting on patient experience feed back.

Education

Bachelor of Science in Nursing (BSN) required. Master's preferred.

Licensure/Certification

Must have current RN licensure. Certification in ambulatory nursing or telehealth nursing preferred.

Experience

8-10 years of progressive experience in a physician practice, clinical management, or telehealth nursing. Experience in a medical facility in a leadership or clinical role required.

Other Qualifications

Must have solid written and verbal communication skills. Knowledge of workflow and process improvement, focused on ancillary services, physician to physician relationships, and patient navigation.