Schedule
Full time
Shift
24 Hours (United States of America)
Address
602 COURTLAND ST
City
ORLANDO
State
Florida
Postal Code
32804
Job Description
Schedule: Four 10-hour shifts or five 8-hour shifts. Shifts between 1:30pm and midnight. Alternating weekend shifts.
Work schedules, including shift assignments and hours, are subject to change based on operational needs.
Address: 600 Courtland Street Orlando 32804 - The role is not a remote position.
Candidates must reside within 50 miles of the Courtland office.
Training and all scheduled shifts will be completed onsite at 600 Courtland Street, Orlando, FL.
Candidates must disclose any current employment and scheduled work hours.
A BSN is preferred but not required at the time of hire. Candidates without a BSN must obtain one within two years of employment.
Responsible for overseeing daily operations and specific functions of clinical service lines within the centralized Consumer Experience Center (CxC). This position ensures frontline service delivery for the Virtual Care Nursing team and serves as the first point of contact for any employee-related concerns. Additionally, this role acts as a mentor and role model to frontline staff, providing tools and training needed to meet established service goals. In addition, this position facilitates bidirectional communication between frontline staff, other CxC functions, and leadership. Manages staff schedules, approves leave, assists with payroll, and performs additional duties as requested.
- Oversees centralized support and monitors performance metrics for nurse triage services.
- Manages staffing schedules, approves leave, and assists with payroll for the nurse triage team.
- Provides protocol-based nurse triage and remote patient monitoring for consumers and patients.
- Collaborates with clinical and administrative leaders to maintain and update nurse triage protocols.
- Delivers care within the virtual nursing scope of practice and resolves direct consumer interactions during high-volume periods.
- Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other productivity measures.
- Communicates the importance of excellent customer service to team members and provides coaching to meet service goals.
- Audits performance and provides education to maintain or exceed accuracy standards.
- Ensures quality assurance by evaluating calls and promoting patient satisfaction.
- Serves as the first point of contact for employee-related concerns and facilitates communication between staff and leadership.
- Identifies areas of opportunity through customer feedback and supports trends and productivity analysis.
- Provides oversight and follow-through on escalated matters to ensure timely resolution.
Knowledge, Skills, and Abilities
- Ability to articulate the mission of AdventHealth and the CxC [Required]
- Responsive to ever-changing healthcare landscape [Required]
- Proficient in time management with superior prioritization skills [Required]
- Self-motivator, quick thinker, proactive, and detail- and results-oriented [Required]
- Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues [Required]
- Demonstrated ability in successfully collaborating with multiple departments [Required]
- Strong problem-solving skills, with ability to handle complex scenarios [Required]
- Effective at leading by example [Required]
- Strong organizational and coordination skills [Required]
- Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity [Required]
- Effective communicator in English, both orally and in writing [Required]
- Proficiency in Microsoft Suite programs [Required]
- Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
- Bilingual in English/Spanish [Preferred]
Education
- Associate's of Nursing [Required]
- Master's of Nursing [Required]
Field of Study
- of Science degree in nursing
- Graduate of an accredited school of nursing
Work Experience
- 1+ of experience in a contact center environment [Required]
- 2+ of nursing experience in a health-related field [Required]
- 3+ experience working as a team lead, trainer or educator in a clinical service environment with experience in rapidly shifting procedures and processes [Preferred]
- 3+ years experience [Required]
- Experience in contact center management and/or supervisory duties [Preferred]
- Experience in nurse triage [Preferred]
- Experience within AdventHealth [Preferred]
Licenses and Certifications
- Registered Nurse (RN) [Required]
- Basic Life Support - CPR Cert (BLS) [Required]
- Enhanced Nurse Licensure Compact - RN (ENLC-RN) [Required]
- Advanced Cardiac Life Support Cert (ACLS) [Preferred]
- Certified Nurse Life Care Planner (CNLCP) [Preferred]
Pay Range
$71,385.60 - $132,787.20
Background Screening Requirement (Florida Law)
Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.