Description
Job Description
Company: Oak Street Health
Title: Registered Nurse Supervisor
Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.
For more information, visit www.oakstreethealth.com.
Role Description
Oak Street Health clinical call center is an extension of our centers both during and after business hours, operating 24/7, 365 days a year to meet the needs of all Oak Street Health patients.
The Registered Nurse Supervisor helps the Clinical Call Center meet our goal of successfully managing and delivering the comprehensive care of all our patients. He/She will be responsible for providing quality and efficient service to patients through the daily supervision of a team of Triage Nurses, to include monitoring, motivating, recognizing, coaching, counseling, and training of staff, and provide direct triage support to our patients. The Registered Nurse Supervisor will resolve patient issues when possible and will be responsible for assisting the manager with development, analyses, and implementation of staffing and scheduling.
Responsibilities:
60% of time:

• Supervises a team of 10-20 RNs and is responsible for the performance management in collaboration with the manager of the team to deliver an unmatched patient experience and achieve contact center metrics
• Coaches, develops, and provides daily direction and communication to Triage Nurses so that patient calls are answered in a timely, efficient, and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff

• Provides statistical and performance feedback, and coaching on a regular basis to each assigned team member
• Writes and administers performance reviews for skill improvement
• Ensures Triage Nurses have appropriate training and other resources to perform their roles and completes ongoing auditing of team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Works as a member/leader of special or ongoing projects that are important to area/process development
• Support current work procedures and processes that align with the company and departmental standards, procedures, and strategic directives
• Uses appropriate judgment in upward communication regarding department or staff concerns
• Genuine passion for primary care
• Partners with colleagues to ensure delivery of a positive patient experience

30% of the time:

• Participate in phone triage and outreach for patients and offer patient education when appropriate

10% of time:

• Other duties, as assigned

Call center nurse supervisor reports to the Clinical Call Center Nurse Manager
What we're looking for
We're looking for motivated, experienced Registered Nurses with:

• Desire and ability to lead a team with a minimum of 2-years of supervisory/charge nurse experience
• Bachelor's degree preferred
• Ability to work full-time/5 days per week
• EMR experience
• A flexible and positive attitude
• Ability to multitask, prioritize, and manage time effectively
• Strong communication skills
• Strong organization skills
• Outstanding phone demeanor and etiquette
• High level of integrity and accountability
• Active, non-probationary RN state license
• Acquiring and maintaining licensure in all states in which Oak Street Health has centers
• Computer proficiency, including Google Docs and Sheets
• Problem Solving/Analysis
• Fluency in Spanish, Polish, Russian, or other languages spoken by people in the communities we serve (where necessary) preferred
• US work authorization
• Someone who embodies being "Oaky". What it means to be OAKY:
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and driving for results
• Being scrappy
• Radiating positive energy
• Assuming good intentions

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and driving for results
• Being scrappy

Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture
• High levels of responsibility and rapid advancement
• Competitive benefits; including paid vacation and sick time, generous 401K match with immediate vesting, as well as health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers