RN Manager, Siteman Clinical Call Center

Additional Information About the Role

At Siteman Cancer Center, no one navigates cancer alone. Our team of oncology-trained registered nurses answer every call – helping you navigate appointment scheduling, finding the right doctor and making the process as easy as possible.

This position oversaw the on call center assisting patients. Ideal candidates will have oncology background, critical thinking skills, high attention to detail, and take a team approach to work.

BSN is required.

Barnes‑Jewish Hospital at Washington University Medical Center is the largest hospital in Missouri and is ranked as one of the nation's top hospitals by U.S. News & World Report. Barnes‑Jewish Hospital’s staff is composed of full‑time academic faculty and community physicians of Washington University School of Medicine, supported by a house staff of residents, interns, fellows and other medical professionals. Recognizing its excellence in nursing care, Barnes‑Jewish Hospital was the first adult hospital in Missouri to be certified as a Magnet Hospital by the American Nurses Credentialing Center.

The Patient Care Coordination Center at the Alvin J. Siteman Cancer Center at Barnes‑Jewish Hospital and Washington University School of Medicine provides access for physicians and patients to make referrals to any of the specialists providing care at the Siteman Cancer Center. The Patient Care Coordination Center staff provide assistance to internal and external physicians requesting consultations for patients requiring appointments with Medical Oncology, Radiation Oncology and Surgical Oncologist.

Through the efforts of the Siteman Cancer Center Outreach and Marketing team, the Patient Care Coordination Center is represented as a “one‑stop” provider for consults requested by a referring physician to the Cancer Center. Multidisciplinary appointments are scheduled to meet the needs of the patient and the referring physician. Navigation assistance is provided for newly diagnosed cancer patients coming to the cancer Center for the first time.

Responsible for the oversight of contact center services at the hospital with emphasis on clinical quality, physician engagement, operational efficiency, patient satisfaction and new business development.

• Oversees all clinical contact center services, including nurse triage, transfer center, patient placement and exchange services. Ensures operational success of contact center activities in alignment with department and hospital goals.
• Advocates for and provides services in support of referring physicians. Functions as the primary contact for medical directors, physician advisory boards, and staff/referring physicians.
• Working together with physician leadership, achieves the highest level of clinical quality, patient satisfaction, and provider satisfaction.
• Manages a leadership team to achieve success. Coaches and develops staff. Ensures a high level of employee engagement in an environment of caring and a just culture. Able to manage a department that is largely remote workers.
• Manages individual(s) including but not limited to: hires, trains, assigns work, manages and evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
• Achieves performance improvement tools to find creative, collaborative solutions to problems. Works to discover new ways the contact center can support patients, physicians and hospital.

• Education Bachelor’s Degree – Nursing/Healthcare related
• Experience 5-10 years
• Supervisor Experience 5-10 years
• Licenses & Certifications RN

• Education Master’s Degree – Bus/HC Admin/Nursing/related
• Experience 10+ years
• Supervisor Experience 10+ years
• Licenses & Certifications Cert/Lic in Area of Expertise

Benefits

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