Summary:

The Rapid Response Center Manager will be Working in direct contact with the RRC Director, physicians, and customers. You will provide highly reliable service dispatch and management throughout the patient consultation process. The RRC Manager role has three main areas of responsibility: Daily Operations/Process Improvement, Training & QA of RRC, and Mastery of RRC Technology. This position must have the ability to triage neurology consults and dispatch based on acuity. Leading call center coordination, you will develop and deliver operations that maintain high standards of quality and financial performance to achieve effective and efficient service delivery for patients, health care systems and providers.

Essential Duties and Responsibilities:

• Monitors blast protocol and escalations
• Obtains history and relay of information to physician on radiology nurse calls
• Ensures physician backup spread she is accurate at all times
• Monitors delays in SA response
• Pulls daily reports on reroutes and monitors indirect calls
• Obtains history, time, and handle assignments on stat calls
• Monitors prolonged queue times or missed calls
• Escalates physician technical issues
• Completes onsite training for navigators for training
• Manages break times, availability, and efficiency of RRC staff
• Ensures at least one operator is ready at all time
• Sends nightly messages to physicians for rounds
• Ensures QA credentialing for all assigned physicians, QA Telecare rounds schedule matches master schedule
• Utilizes best nursing judgment during any communication Completes KPI for rounds and matrix/telecare documentation

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to interact with internal and external customers
• Flexible and adaptable with learning and understanding technology
• Highly analytical and detail-oriented with ability to demonstrate command of details and to articulate those details at a higher level.
• Strong written, oral and interpersonal communication skills
• Highly self-motivated, directed and proactive
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working both independently and, in a team-oriented, collaborative environment
• Able to communicate effectively within department and with members of interdisciplinary teams
• Ability to work independently and proactively in a fast-paced, dynamic environment
• Proven analytical and problem-solving abilities

Education/Experience:

• Associates degree in Nursing
• Active Registered Nurse License

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times