Clinical Services Manager - Consumer Experience Center at AdventHealth

Date Posted: 7/30/2020

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day
  • Organization
    AdventHealth Corporate

Job Description


Clinical Services Manager - Consumer Experience Center | AdventHealth Corporate

Location Address: 602 Courtland St, Orlando, Florida 32804

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
Work Hours/Shift:
  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Demonstrate through behavior of AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
  • Maintain competence, oversee centralized support, and monitor volume and manage performance for nurse triage which includes the provision of omnichannel, protocol-based nurse triage for market consumers and AH patients
  • Create an environment that assures the productivity, performance, and well-being of each employee in the department
  • Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
  • Work with clinical and administrative leaders and practicing providers to maintain nurse triage protocols as well as provider call schedules and preferences
  • Participate in the ongoing development and optimization of CxC operations; ensure performance is aligned with organizational goals
  • Collaborate with CxC, functional, market, and technology leaders to further digitalize and optimize clinical functions as well as develop new services that support AdventHealth’s mission and strategic imperatives
  • Maintain competence, oversee and evaluate centralized support, monitor volume and manage performance.  Assess ongoing training and education needs associated with the teams’ ability to perform their responsibilities

What You Will Need:

Education and Experience Required:

  • Bachelor’s degree and/or higher-education level or completed coursework in nursing, business or health services administration
  • Graduate of an accredited Registered/Professional Nursing program
  • 3 to 5 years of relevant, nursing manager level experience
  • Experience providing triage or nursing services in a centralized environment

Licensure, Certification or Registration Required:

  • State licensure as a Registered Nurse (RN)
  • Relevant life support certification as determined at position level

Knowledge and Skills Required:

  • Ability to articulate the mission of AH and the CxC
  • Experience and proven track record with large-scale change management in a healthcare setting
  • Proven team builder with experience in developing organizational culture
  • Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
  • Proficiency in Microsoft Suite programs and Adobe
  • Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
Job Summary:

In partnership with other leaders, the Manager of Clinical Services will lead the organization and delivery of the centralized nursing services within the Consumer Experience Center (CxC) namely telephonic- and chat-based nurse triage, and virtual monitoring. This includes managing frontline and supervisory staff and being accountable for consistent quality performance, including the service’s ability to consistently meet established key performance indicators that support access and an optimal consumer experience.

The Manager will serve as a subject matter expert on the CxC’s nursing services and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the CxC and the markets/functional areas supported by the CxC to continually improve service delivery, driving rapid and sustained process improvement initiatives and championing change management efforts in the teams they support. The Manager will participate in relevant implementations and optimizations for services and maintain a clear understanding of the organization and intersection of the CxC with other AdventHealth services. This role requires excellent communication and interpersonal skills to engage with associates and leaders alike.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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