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HealthPartners Services Inc. Specialty Nurse Supervisor in Anoka, Minnesota

Job Description: POSITION PURPOSE: Provide overall direction and management of care delivery and support operations in partnership with department leaders and primary care supervisors/managers for all specialties at the Riverway Anoka clinic. Leads with head and heart representing HealthPartners values of excellence, compassion, partnership and integrity. Responsible for ensuring clinic staff provides high quality, accessible, cost effective and patient focused services. Collaborates with physicians and other health care providers to establish, implement and maintain patient care and quality service standards to meet members' and patients' expectations. Identify clinic priorities and initiatives in support of the mission and goals of the clinic Work in collaboration with other primary, specialty, ancillary care and pharmacy, managers and directors to ensure the experience is seamless for the patient. (6/09/2021) Position Responsibilities: 1. Supervision of care delivery staff including: People Perfoming annual performance reviews Reviewing and auditing staff work flow and process standards for quality improvement purposes Monitoring daily staffing and scheduling issues including vacation and sick time. Monitoring and providing feedback to staff to ensure consistent application of policies and procedures. Promoting development of individual staff member skill and knowledge levels. Hiring, coaching, applying disciplinary process including dismissal of staff/termination Providing training on and monitoring of individual staff job expectations. Holding staff accountable for providing excellent patient service and first impression. Performing daily "Rounding" in the care units to provide "in the moment" guidance and to increase local leader visibility. 2. Patient Service: Experience Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees Address patient complaints and leads improvement to address system issues impacting patient experience. Acts as an effective, consistent role model of Service Excellence; exemplifying courtesy, compassion and responsiveness to all customers - internal and external. Looks for missed opportunities during which employees could have better met customer needs; constructively brings this to the employee's attention and coaches on ways to improve and meet this service expectation. Holds self and employees accountable for meeting high standards of service and quality with all customers. Understands and accepts the philosophy that customer complaints and feedback are gifts to our organization. Actively listens to patient/members/families who have concerns about their care or service, seeking to understand each situation through the eyes of the patient. Documents the concerns and ensures that appropriate investigation and research is done to satisfy the patient/customer request. Identifies trends affecting patient satisfaction, and works within the clinic or region to move negative trends in a positive direction. Works with staff and other supervisors to identify opportunities to improve patient satisfaction and experience. Includes patient satisfaction data and comments at staff meetings and plan improvement strategies Cooperates and collaborates with Regional Leadership regarding the implementation of any and all service or quality initiatives and the clinic/local level. 3. Quality and Data: Health Works in collaboration with other clinic supervisors, providers, front-line staff and organizational departments to review and interpret quality management data and reports and makes appropriate changes and recommendations to improve outcomes of care. Uses quality management tools and measurements provided by expert panels and organizational quality contacts to monitor standards, processes and outcomes of care. Facilitates care team meetings in the clinic to share monthly and quarterly finding, gather care team input

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