Central Ohio Primary Care is seeking a Nurse Supervisor (RN) to be the next leader of our Care Navigation team located in Westerville, OH. The Supervisor, Care Navigation (CNAV) leads the operations within CNAV which includes, but is not limited to maintaining a motivated, engaged, and effective team, optimizing staff utilization, ensuring policies and procedures are followed, implementing company-wide initiatives, and ensuring the delivery of high-value, quality patient care.
POSITION(S) SUPERVISED:
- Lead CNAV RN
- Triage Specialists (RNs and PSRs)
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Act as a change agent for an approach to healthcare rooted in quality and value; consistent with active participation in COPC initiatives to advocate for patient-centric care.
- In conjunction with the Manager, serve as an ambassador for CNAV to establish and maintain effective relationships with COPC outpatient colleagues and community partnerships.
- Build and sustain a high-performance culture through attracting, developing, and retaining a highly motivated team.
- Proactively create CNAV workflows providing optimal support for patients and providers, which strive toward maximum efficiency, productivity, and ideal patient outcomes.
- Serve as a resource for CNAV staff to provide clarity on process, workflow, staffing, etc. and formulate and implement effective and appropriate solutions.
- Drive growth and improved services by creating optimal communication and collaboration between CNAV and ISC nurses.
- Work with leadership and direct-line staff to help establish short-term objectives and long-range goals to drive key quality improvements and continue to evolve CNAV services to create a world-class patient experience with high quality care outcomes.
- Maintain regular communication and collaboration with Physicians, Site Managers, staff, and Senior Leadership.
- Conduct performance reviews and related actions. Assist Manager with addressing personnel processes/issues including conflict management and disciplinary action & follow-up and conducting interviews and selection.
- Assist with creating/updating the new employee onboarding experience to ensure all new employees feel welcomed, valued, and equipped to perform in their roles. Identify training needs for both new and existing staff and create and deliver training materials for staff based on identified needs.
- Coordinate daily staff schedules to ensure coverage for planned and unplanned time off. Review timecards and call volume reports on a weekly basis to ensure productivity and shift accountability across CNAV staff with mindfulness of overtime utilization across staff and development of process improvement plans to correct identified productivity or performance issues.
- Work closely with CNAV leadership and APPs to address any department issues and develop resolutions.
- Serve as a Triage Expert and a resource to others on day-to-day activities or back-up as needed.
- Attend and actively participate in meetings with leadership and CNAV staff members.
- Other duties as assigned.
QUALIFICATIONS:
- Required: Minimum of 4 years working in a hospital and/or medical practice setting using an electronic health record solution (Epic preferred).
- Required: At least 2 years prior experience in a supervisory or lead position (including as a charge nurse).
- Required: Ability to offer a flexible work schedule to meet the hours of operation.
- Preferred: Previous experience providing support through a Nurse Line, telehealth or within a call center environment.
Education, Licensures & Certifications:
- Required: Registered Nurse (RN) and active Ohio State Board of Nursing License.
- Preferred: Bachelor’s degree in nursing.
Knowledge, Skills & Abilities:
- Ability to work under pressure and meet close deadlines.
- Ability to work on a team and display a positive attitude.
- Ability to monitor and assess the performance of self and other individuals.
- Self-disciplined, energetic, passionate, and innovative.
- Proficient in clinical practice protocols and patient care.
- Proficient in Microsoft Office applications.
- Knowledge of medical terminology.
- Excellent relationship building skills.
- Excellent listening, communication, and documentation skills.
- Strong problem-solving skills.
- Possesses customer service-oriented mindset.