Clinical Triage Supervisor RN ( Rotating Shift

Harmony Cares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, Harmony Cares operates home-based primary care practices in 14 states. Harmony Cares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

Our Shared Vision – Every patient deserves access to quality healthcare.

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time Paid
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

The Clinical Triage Supervisor RN will assist managers and individuals within their team to meet performance targets, deliver excellent customer service, and achieve desired business objectives while adhering to their individual productivity requirements. The Clinical Triage Supervisor RN will assist and monitor activities within their team as assigned by their manager and escalate as needed. This position requires strong clinical knowledge, excellent communication skills, and the ability to work remotely, providing critical healthcare guidance to patients in need.

Essential Duties and Responsibilities

• Maintain 50 – 75% of the Clinical Triage Nurses productivity expectations, adhering to established process, procedure, and job requirements defined within their scope
• Identify department training needs and escalate to appropriate leader
• Provide coaching and training sessions to enhance the skills and knowledge of their team members as directed
• Conduct job shadowing, document processes, perform quality monitoring, and run and interpret basic reports as directed
• Assist manager in resolving patient complaints or complex issues escalated from the team
• Provide a point of contact for the team when they encounter challenges or need assistance with difficult scenarios
• Demonstrate effective de-escalation behavior and actions in points of contention with both internal stakeholders and those outside of the organization
• Identify opportunities for process improvement to enhance outcomes, team efficiency, and patient satisfaction
• Collaborate with manager, teammates, and other leaders to identify and implement changes that optimize the organization
• Support and encourage teammates by fostering open communication channels as well as role modeling best practice
• Adheres to daily availability expectations based on schedule
• Prioritizes and responds promptly to each inbound phone call and voicemail received
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Prioritizes and response promptly to each inbound result received
• Practices appropriate judgment when classifying the urgency of a result and appropriate clinical information to convey to the provider
• Assist with Inbound phone triage and Results triage overflow as needed based on staffing, PTO and call volume
• Adhere to all state and federal laws, including HIPAA

Required Knowledge, Skills and Experience

• Graduate of approved or accredited nursing education program as a Registered Nurse (RN)
• Current valid RN license. Must be able to obtain and maintain RN license within all service states within 6 months from hire
• 2+ years of experience as an RN
• 1+ years of leadership experience

• Satisfactory completion of initial and annual clinical competencies to demonstrate aptitude as assigned by role

• Ability to react decisively and quickly in urgent and emergent situations

• Knowledge of medications effects, indications, and contraindications

• Demonstrates short and…