Nurse Manager Contact Center

Nurse Manager for Baystate’s Call Center

Commutable Remote Opportunity must reside in either MA or CT

Baystate Health, a nationally recognized leader in healthcare quality and safety, and home to our Call Center. Baystate’s Call Center, located in Holyoke, MA, supports our Baystate Medical Practices, the largest multispecialty group in the region. We are seeking an experienced nursing leader to manage our clinical team members who in our Contact Call Center

The RN Clinical Manager is responsible for the oversight and management of the clinical operations of the Contact Call Center, from a “Patient First" perspective. The RN Clinical Manager effectively administers, educates, and implements applicable policies and procedures, ensures that operations are in compliance with required standards and industry best practice. The incumbent handles a broad range of day-to-day operational activities, including supervision of clinical staff, actively participates in quality and service improvement, serves on departmental and interdepartmental committees and keeps Contact Center and Practice Leadership apprised of any clinical and prescription issues and concerns.

Reporting to the Director of Ambulatory Nursing and The Contact Center Director, the Clinical Nurse Manager serves as the nursing expert for The Contact Center's Triage Nurses and the Clinical Prescription Team.  Identifies and implements educational and developmental opportunities for clinical staff, convenes nursing meetings/huddles, develops procedures, oversees clinical staffing and schedules, and provides guidance to management. Leads the development of workflows that improve efficiency and patient-centered care while providing ongoing leadership in the areas of quality and service improvement, access as well as both patient and customer satisfaction. 

The Nurse Manager partners effectively across the organization with the Practice Managers, Medical Directors, Division Chief's and other practice leaders to ensure attainment of goals, objectives, access, triage and joint workflows. 

Qualifications

• MA state licensed RN - bachelor’s in nursing required, Masters preferred
• 5 years of Nursing experience with demonstrated leadership experience, with a minimum 3 years of supervisor or management experience required
• Recent clinical experience with telephone triage and knowledge of prescription protocol
• Experience with managing population of patients through clinical triage algorithms
• Ability to work in partnership with physicians and other clinicians.
• Strong leadership skills, including competencies in performance management, problem resolution, project management, quality improvement techniques, training, coaching and mentoring. 
• Excellent verbal and written communication/interpersonal skills
• Desire to work in a fast paced, dynamic patient centered customer service environment

Manage a team of  35 FTE's consisting of both RN's and MA's that that provide triage support to patients with acute concerns for our Baystate Medical Practices and Community Health Centers

Commutable Remote Opportunity for a Nurse Manager  who resides in either MA or CT

Advantages of Working with Baystate Health

• Established career ladders with guaranteed compensation increases.
• Excellent Benefits, Compensation and generous PTO
• Nursing forgivable loan program
• First time home buyers’ program
• High-quality, low-cost medical, dental and vision Insurance
• Competitive 403b retirement match
• Wellbeing programs that include but are not limited to mental, physical and financial health.

We strive to be the place where we can help you build the career you deserve – apply today – YOU belong at Baystate!

Our compensation philosophy

We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

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Equal Employment Opportunity Employer