Supervisor RN Nurse Line

Job Summary

Supports patients, guests, and internal team members across the system. The Supervisor promotes a team environment supportive of department requirements spanning inbound and outbound calls, customer service, patient care questions, way finding and emergent situational management. In this role, the Supervisor will work with all members of the Switchboard and Nurse Line teams to ensure outstanding customer service as well as successfully incorporate objectives, opportunities and resources to secure outcomes that are meeting and exceeding productivity, quality and accuracy standards.The supervisor has a clear understanding of ambulatory and hospital practices, excels at working independently, is pro-active at root cause analysis and implements solutions to improve outcomes. This position will coach, mentor, train and inspire employees.
Essential Job Functions
Improving processes related to the Nurse Line and Switchboard - working collaboratively with clinic depts and providers to improve services and streamline processes focused on the patient needs.

Report on volume of Nurse Line, Switchboard, System Hotline calls, changes in demand, staffing impact etc to inform of trends, respond to fluctuations.

Participates in the development and implementation of policies, procedures, and job descriptions. Serves as a resource for staff and physicians regarding policies, procedures, and practices. Carries out the hiring process for Manager-approved positions. Provides information and makes recommendations to the Manager on disciplinary action and separation related decisions. Promotes continuous staff participation in the performance review process.

Completes reporting and record keeping requirements accurately and within established timelines. Monitors services for efficiency and accuracy by evaluating, initiating and participating in restructuring of current and new procedures, services, and/or programs.

Carries out time and attendance responsibilities according to established procedure. Coordinates staffing and scheduling duties in accordance with established procedure and practices.

Performs other duties as assigned or needed to meet the needs of the department/organization.

• Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
• Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
• Demonstrates knowledge and understanding of and compliance with:
  • All pertinent safety, health and environmental policies, procedures and guidelines.
  • Working safely, without causing harm or risk to self, others or property.
  • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
  • The use of all safety equipment and personal protective equipment.

License, Certification & Experience
ND Registered Nurse - Required

MN Registered Nurse - Required within 6 months of start date

Basic Life Support - Required

3 Years of Related Experience - Required