Purpose: The Call Center Medical Advice Supervisor supports the Regional Medical Advice Manager in the daily management of the Mid-Atlantic Centralized Advice Center by ensuring that calls are managed by staff in a competent, caring manner; appropriate quality triage and medical advice is provided, phone access standards are met and sustained; nurses follow appropriate protocols and documentation in accordance with Kaiser Permanente Health Plan philosophy, appropriate advice protocols and professional nursing judgement is provided.

This position upholds Kaiser Permanente's policies and procedures, the Principles of Responsibility, accreditation standards, and applicable Federal, state, and local laws and regulations.

Accountabilities: Supervises and directs advice nurses/appropriate non-licensed personnel at Call Center.

This includes scheduling of staff, acting as a resource to staff to answer questions, resolving problems raised by members and providers, monitoring advice calls to ensure member satisfaction, interpreting individual and group phone statistics, motivating staff to meet and sustain phone access standards, ensuring that medical advice acts as extension of the Health Care Team, acts as liaison to medical facilities to promote continuing co-operation/interaction of advice, HCT and providers.

The supervisor is expected to solicit physician input, feedback, and satisfaction as an extension of the HCT on an ongoing basis.

Works with RMAM in recruitment, hiring, orientation, disciplining, counseling and evaluation of staff.

Works with RMAM to develop and interpret accurate and useful data on phone performance; uses this data to establish and evaluate individual, team and department performance standards; uses data to motivate staff to meet, sustain and surpass performance goals.

Provides input into developing annual budget proposals.

Mentors and assists and evaluates advice staff work on a daily basis.

Resolves members' concerns and supplies information.

Works with other Call Center supervisors, analyst, center manager, scheduling manager and QA trainer to identify trends, develop QA programs based on areas requiring improvement, training as needed, methods, procedures and programs to increase external and internal satisfaction with Kaiser Permanente advice performance.

Works through implementation process with physicians, service chiefs and clinical co-ordinators at medical centers to ensure smooth transition.

Works with Facility Administrators and HCT to investigate and resolve patient concerns.

Handles exceptions to normal advice procedure to accommodate member needs; transmits information to staff regarding center changes ie: staffing, contract points, phone numbers, and procedures as needed.

Responsible for implementing disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers crash.

It requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating back up systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service.

Minimum Requirement - Relevant Years of Experience: Four years of nursing experience required; however, ambulatory experience preferred.

Two to three years of phone advice experience required.

One to two years of supervisory/leadership experience in health care setting preferred.

Minimum Requirement - Education and/or Classes: Bachelor's Degree in health care or nursing preferred or equivalent combination of education and experience.

Computer literacy (especially spreadsheets) highly preferred.

Minimum Requirement - License, Certification and/or Designation: Current CPR certification.

RN licensure in appropriate jurisdiction.

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