CxC Supervisor Clinical Services

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All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
• Pet Insurance*
• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Shift: Full-Time/Day

Schedule: MONDAY-FRIDAYS 8:00 AM-5:00 PM

Location: 600 Courtland St. Orlando FL 32804

Job Summary:

In partnership with management and other leaders, the Clinical Supervisor will oversee daily operations and specific functions of clinical service line(s) within the centralized Consumer Experience Center (CxC). The Clinical Supervisor is a Licensed Registered Nurse responsible for frontline service delivery for the Virtual Care Nursing team and serves as the first point of contact for any employee-related concern. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service

goals. In addition to supporting employees and direct service delivery, the supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on

behalf of the CxC Manager of Clinical Services. Because the CxC is a technology-dependent department, the Clinical Supervisor must demonstrate competence to operate across various technology platforms. The Clinical Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

You Will Be Responsible For:

• Demonstrate through behavior AdventHealth's mission, vision, values and service standards as outlined in the organization's Whole Care Experience training.
• Oversee centralized support, monitor volume, and manage performance for nurse triage which includes the provision ofomnichannel, protocol-based nurse triage as well as remote patient monitoring for qualified market consumers and AH patients across the organization.
• Work with clinical and administrative leaders and practicing providers to maintain nurse triage protocols to deliver whole care within the virtual nursing care scope of practice.
• Maintain competence to resolve direct consumer interactions during high-volume times or when frontline employees require additional support within assigned functional area(s)
• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively.
• Communicate to team members and demonstrate through action the importance of providing consumers with excellent customer service.
• Provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals.

Qualifications

What You Will Need:

• Associate of Science degree in nursing
• Graduate of an accredited school of nursing
• Minimum (2) years of nursing experience in a health-related field
• 1 or more years of experience in a contact center environment
• Associate and 3 years experience
• Basic Life Support - CPR Cert
• Registered Nurse

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Orlando

Schedule: Full-time

Shift: 1 - Day

Req ID: 24013934

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.