Telecare Services Director (1.0 FTE)

Duluth, MN
Join our team!
Jan 11, 2019
Job Type
Building Location: Business Service Center

Department: 48720 EH Telecare

Job Description: Provides overall leadership across the East market for the business management and strategic alignment of all Telecare functions. Develops and executes the strategic plan of this department to achieve successful outcomes for patients throughout the Essentia System while consistently supporting the Essentia strategic vision, goals, and objectives. Provides leadership and operational oversight for existing services, project management, program development, and program implementation within all Telecare functions. Develops and directs Telecare initiatives in support of Accountable Care Organization strategies and related population health management initiatives by partnering with leaders in Health Plans, Payer Contracting, Hospitals, Clinics, Physician Services, and Service Excellence to ensure that strategy and program integration are supported at all patient interfaces across Essentia to achieve both optimal patient satisfaction and desired financial performance. Develops and sets overall Telecare technology strategy that is then replicated and deployed to other markets through replication, providing direction and recommendation for system wide technology that supports integration of Telecare functions across the system. Provides leadership and operational oversight of Pre-Registration functions. Position requires broad knowledge of all Essentia patient care functions, working knowledge of bedside and clinical office care delivery, a high level of internal and external customer service expertise, proven operational and operational analytical abilities, excellent communication skills, and demonstrated ability to develop and maintain positive and effective relationships with patients, physicians, corporate leaders, peers, and staff. Position requires high level understanding and experience of call center technology, call center service level metrics, and integration of technology with clinical practice in virtual settings.
Work Experience:
Minimum of 5 years experience in healthcare/nursing leadership.
Minimum 2 years experience in call center management
Experience working with Lean in process design
Progressive management experience including proven experience and success with implementing organizational change, operational and financial analysis, setting performance measurements, establishing budget plans, monitoring process, strategic planning, project management, program development and implementation, working knowledge of telephony and electronic information system interfaces with healthcare or nursing care delivery models, continuous quality improvement, and process improvement techniques.

Education Qualifications:
Bachelors degree in health care administration, nursingor equivalent directly related education, or commitment to receive a Bachelor degree within 3 years of hire.

RN education with active licensure preferred.


FTE: 1

Shift Rotation: Day Rotation (United States of America)

Shift Start Time: 8am

Shift End Time: 430pm


Holidays: No

Call Obligation: No


Union Posting Deadline: