Readmission Reduction Call Center Nurse Supervisor

• One year Call Center experience
• Excellent telephone skills
• Communication skills including verbal and written
• Critical thinking skills
•  Experience with psychiatric/chemically dependent patients preferred
• Strong computer skills

§  Consistently models professional conduct in routine and stressful situations

§   Observes and interprets patterns of behavior and/or problems during the telephone contact with the patient, utilizing the scripted tool to determine the level of understanding with the patient’s individualized discharge education and adherence to the ordered care.

§   Discriminates complex patient/family needs and/or issues and focuses on formulating a plan, intervening and evaluating during the call.

§   Supervises unit to ensure timely contact is made with the patient according to the designated timeframes of 2 and 14 days post discharge from a PH acute care hospital and accurately documents in the Epic record, as appropriate.

§   Utilizing a multidisciplinary team, the nurse actively problem solves the patient’s issues leading to reducing the risk of readmission to the hospital and improvement in the overall care provision.

§   Participates with ongoing data collection to evaluate the goal of reducing avoidable hospital re-admissions.

§   Participated in process development and ongoing evaluation of unit processes.

§   Shares responsibility for unit outcome measures.

§   Responsible to keep current clinical knowledge base relevant to patient needs

§  Responsible for ongoing supervision of Call Center staff, unit production and quality of patient care

§  Participates in agency organizational meetings, work with team to work toward meeting agency needs.

§  Weekend rotation requirement if needed for unit workload

§  Other duties as assigned

This person is responsible for ensuring the Call Center team facilitates patient understanding and adherence to their acute hospital discharge instruction and provides direction to ensure this information is followed.  The Readmission Reduction Call Nurse Supervisor supervises the initiation of patient care interventions that are required to reduce the risk of readmission to the hospital and visits to the emergency treatment room. In addition the nurse may follow through with short term interventions. Communicating with the multidisciplinary team to ensure interventions are implemented and modifications to the plan of care are clearly understood by the patient’s healthcare providers to reduce the patient’s risk of re-hospitalization. The Readmission Reduction Call Center Nurse Supervisor is responsible for the direct supervision and direction of the Professional Call Center clerks and ensures patient have post discharge PCP appointments in timely manner.