As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
This position provides leadership and management to the nurse triage telephone unit, has accountability for human, fiscal and other resources and functions as primary resource for nurse triage team members. Functions as a clinical resource educator, conducts patient satisfaction surveys to identify areas of improvement and assures outcomes are understood and accomplished. Evaluates and manages complex staff scheduling, provides for conflict resolution at advanced levels, and utilizes time management and efficiency of staff to maximize productivity and ensure patient safety and satisfaction. Maintains unit compliance with regulatory and professional standards, identifies staff development and training needs, and serves as a liaison between staff and other areas within the facility at large.
1. Assumes responsibility for efficient staffing and bi-weekly scheduling of all unit personnel according to statistical call volume reports
2. Responsible for the recruitment, retention, and selection of clinical and non-clinical staff
3. Assures appropriate orientation, education, credentialing, and continuing professional development of personnel
4. Defines roles, responsibilities, and functions of the triage nurse consultant and clerk II positions
5. Conducts performance evaluations, and provides overall supervision of the unit including but not limited to staff phone monitoring, reviewing/updating policy and procedures, and assessing staff call time ratios
6. Budgets to control fiscal operations and identifies and explains variances
7. Interacts with Primary Care Offices and Managers to ensure call center needs and office needs are met
8. Works flexible schedule to allow assessment and supervision of after hours triage staff (evenings and weekends). In addition, may participate in identified management meetings held during normal business hours
9. Demonstrates proficiency with EPIC Nurse Triage software to serve as both a resource. Attains level of knowledge to enable functioning as a staff triage nurse consultant if needed
10. Ability to manage conflict resolution among physicians, clinical and non-clinical staff and patient families
1. Participates in professional organizations as a representation of the Nemours duPont Pediatrics – Wilmington physician practice.
2. Maintains a program of professional, personal growth and development
3. Assures attendance of all departmental personnel in annual hospital training programs as required by The Joint Commission, law, or regulatory authorities, as well as departmental meetings.
4. Monitors and approves payroll for unit staff, assuring accuracy of reports.
5. Assists the staff in altering and implementing standard teaching programs as approved by the Medical Director
Bachelors degree Required.
Master degree preferred.
Five years experience required, preferably at least one year in pediatric outpatient operations.
Previous management experience required.
Active registered nurse licensure for appropriate state (based upon location of practice site) for nurse applicants
Registered Nurse Licensure Required Certification in nursing administration and/or certification in a clinical specialty desired for nursing applicants. Current AHA Healthcare Provider (HCP) Certification required for nurse applicants
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.