Overview Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. The Customer Navigation Center (CNC) Clinical Supervisor will join the CNC leadership team and support the CNC Clinical Resource/Virtual MA Team. Will report directly to the CNC Director of Operations, and have oversight of daily operations, as well as identify and implement process improvement as needed. The CRT/Virtual MA team receives inbound calls from patients requesting or needing assistance with a previously requested Medication Refill, as well as answer general test results questions on Provider reviewed and signed result notes. This team also supports and collaborates with HonorHealth Medical Group leaders and the HonorHealth Clinical Innovation Department, including facilitating limited scheduling, pre-charting, and technical support of Tele-med visits with Virtualist providers to provide quick care access for specific medical needs. Anticipated work schedule for this role will be 8am - 4:30pm, Monday - Friday. Initially ON SITE, with potential to eventually work a Hybrid schedule, 3 days per week in office and 2 days per week remote (after fully trained). This is an exciting opportunity to join an amazing team! Responsibilities Job Summary This position is responsible for in person and virtual supervision of clinical personnel (virtual medical assistants) for the Customer Navigation Center Department. Using clinical and leadership skills, this position will develop and supervise the Virtual Medical Assistant team and infrastructure required to meet objectives of all clinical programs to include but not limited to emergency caller processes, telemedicine, med refill escalations, prior authorization processing and test result notifications. The supervisor assumes responsibility and accountability for incorporating the vision, values, mission and critical goals of the organization. Supervises, assesses, plans, coordinates, facilitates, and evaluates patient care and staff development; determines and maintains program needs and standards (using nursing process and evidence- based information). Provides virtual patient navigation according to needs of the program. The supervisor assists in the development and implementation of department operating procedures and knowledge base articles for program. Oversees administrative issues to ensure a high level of patient satisfaction and customer service. Represents program in communicating with the various key stakeholders throughout the network. Facilitates communication and collaboration between the CNC Virtual MA Clinical Resource Program and other HonorHealth departments. Designs, implements and manages a system for organizing, planning, and controlling workflow program. Develops and implements departmental processes in collaboration with the Customer Navigation Center Leaders and HonorHealth Medical Group Leaders Manages day to day operational needs of the department throughout the network, including staffing, training, care coordination, and navigation programmatic development. Actively participates in check ins with Medical group clinical and operational leaders as indicated. Interviews, selects, and recommends hiring of personnel. Initiates recommendations for changes in classification, salary action, promotion, demotion, transfer, and termination. (Uses evidence-based knowledge in the decision making to improve and maintain high-quality cost-effective patient care). Administers performance evaluation in collaboration with the Manager. Independently administers staff discipline through the second stage (written); participates with management in following stages. Edits and approves time via Laborworkx and Work force management software for contact center system. Evaluates utilization and availability of equipment, supplies, and space. Contributes to the recruitment and retention of talented staff through positive role-modeling, fostering peer relationships, staff education, and participating in preceptor and/ or mentor programs thereby creating an environment for quality practice. Fosters collaborative partnerships/relationships with medical, nursing, and non-licensed staff. Serves as a resource to others, including staff, patients, families, caregivers, and physicians., Facilitates inter/intra departmental collaboration, communication and promotes problem solving. Recommends and drafts knowledge base articles for MA staff and quality assurance/training team. Regularly rounds and 1:1 check ins (virtual and in person) in all areas of the department to ensure efficiency and seamless patient and information flow throughout the department. Handles and documents patient escalations and or Midas documentation with patient and /or family on concerns. Serves as backup/ additional nurse resource for the CNC emergency caller process. Qualifications Education Bachelor's Degree of Science in Nursing (BSN, BScN) from an accredited NLN/CCNE institution Required Experience 3 years Registered Nurse (RN) Required 1 year Registered Nurse (RN) experience in customer service/ patient navigation Required Licenses and Certifications Registered Nurse (RN) State And/Or Compact State Licensure State Licensure Required Basic Life Support (BLS) BLS Required