Supervisor, Message Center RN

Who We Are:

SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive, exceptional care. Patient-centered, whole-person care. Our unique, full scope, team-based approach is what makes SAC Health the provider of choice for patients.

Top-Tier Patient Satisfaction Scores | Largest Teaching Health Center FQHC | 11 Locations offering 44 Specialties | NCQA Patient-Centered Medical Home Level 3 Certified Multi-Site Approved for NHSC & NCLRP loan forgiveness programs - NHSC/Nurse Corps/STAR/Pediatric Specialty | HPSA Scores:
Primary: 17 | Dental: 25 | Mental: 20

The Supervisor, Message Center RN works under the supervision of the Manager, Message Center RN. Integrates RN nursing processes (assessment, planning, implementation, and evaluation) to provide services and continuity of care for the patient in the Nurse Message Center. Utilizes knowledge of basic nursing principles, practices, and ethics to perform duties within the RN Scope of Practice. Responsible for message center efficiency and maximum productivity.

Directs message center personnel, ensuring productivity while emphasizing completeness and concern for the patient. Performs other duties as needed.

Schedule
: 4 days per week, 10 hours per day, Tuesday - Friday 7:00 am - 5:30 pm |
Location
:
Brier Clinic, San Bernardino, CA

• Develop call queues and in-basket work schedules, ensuring adequate coverage.
• Knowledgeable of message center processes and procedures, if needed steps in to cover for staffing shortages.
• Effectively utilizes RN scope of practice as it pertains to message center job functions, this can include handling call queues, triage, in-basket management, and providing patient education to patients and families.
• Provides supervision for assigned departmental message center staff and assures compliance and efficiency daily; provides guidance, support, and training to new and existing staff.
• Directly responsible for disciplinary actions, counseling, planning, monitoring, and appraising job performance.
• Direct message center staff on a day-to-day basis, ensuring job tasks are performed and completed in a productive, high-quality manner, and in accordance with established departmental procedures and standards.
• Enforces workplace safety protocols are followed; investigates employee injuries and completes required paperwork and ensures proper policy and procedures are followed.
• Assist with the generation of new ideas, workflows, processes, and policies that improve quality, efficiency, and effectiveness within the clinic that are in support of departmental and organizational goals.
• Assist with identifying and ordering supply and equipment needs.
• Resolve patient needs by utilizing multidisciplinary team strategies.
• Responsible for accuracy and submission of staff timecards and submittal to HR.
• Manages the monitoring department call volumes and can assist in adjusting as necessary by data and report gathering.
• Demonstrates commitment to excellence and meeting/exceeding customer/patient expectations by modeling leadership behaviors in the context of organizational values, empowerment, alignment, creativity, and education.
• Assists with maintaining employee CPR certification and license requirements of all support staff.
• Review the patient's electronic medical record to provide quality care through developing, implementing, and evaluating individual patients and formulate with the provider a plan of care appropriate for the patient.
• Maintains current knowledge of all SAC documents that direct practice, e.g., policies, clinical guidelines, ancillary guidelines, etc.
• Other duties as outlined in the official job description.

• Education:
  
  A high school diploma or equivalent is required. Bachelor's of Science in Nursing (BSN) preferred.
• Licensure/Certification:
  Active and unrestricted California Registered Nurse license required; current Basic Life Support (BLS) certification required (must be American Heart Association or Red Cross accredited program); valid Driver's License and auto insurance required. As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• Experience:
  
  3+ years of experience as a Registered Nurse (RN) is required.
• Essential Technical/Motor
  
  Skills:
  
  Computer competency; able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position.
• Interpersonal
  
  Skills:
  
  Exhibit strong interpersonal abilities to communicate effectively and collaborate with patients, families, healthcare professionals, and interdisciplinary teams. This entails active listening, empathy, cultural sensitivity, and the capacity to build rapport and trust across diverse healthcare environments.
• Essential Mental Abilities:
  Possess critical mental faculties to analyze complex medical situations, make informed decisions, and adapt to evolving patient…