Job Summary:

The Director of 24 Hour Services is responsible for ongoing planning, implementation, operations, monitoring, evaluation and promotion of the triage and health information line, audio health library, wrap around utilization review program, and the prenatal program. The Director must also demonstrate profitability and promote quality cost effective patient care and outcomes.

Essential Duties and Responsibilities:

·         Under the direction of the Vice President, oversees and directs the efficiency of the workflow for team members.

·         Serves as a resource to team members in resolving clinical and/or policy questions.

·         Identify and implement quality improvement process within the scope of the organization's goals and objectives.

·         Communicates with team members the department’s objectives, standards, and expectations. Develops objectives and standards in conjunction with management.

·         Researches and resolves customer service issues regarding specific cases and/or policies.  Communicates problems and resolution to management, other departments, and callers.

·         Interview, hire, train, and develop assigned employees, and evaluate team member’s performance.  Provide feedback whenever needed to employees and management.

·         Reports to management the individual performance of team members as it relates to service, clinical knowledge, case review, and productivity.  Completes and/or delegates as appropriate, written performance evaluation of team members.

·         Develop and implement the clinical and operational policies and procedures.  Review and update periodically.

·         Promotes a positive and cooperative working relationship among team members, other team leaders, management, and other departments.

·         Coordinates time off requests of team members to ensure adequate staffing levels for the department.

·         Identify potential risk management issues with timely follow-up.

·         Fiscal responsibility/accountability as outlined in the budgetary process.

·         Prepares, analyzes, and submits administrative reports.

·         Able to function in Nurse Counselor role, and any other capacity as needed during period of extreme staffing shortage.

·         Able to manage multiple priorities.

·         Marketing and Sales Support.

·         Key contact for clients during implementation and upon completion of implementation.

·         Travel is occasionally required to meet client needs, for sales support, and promotional activities.

·         Must have 24 hour on-call availability.

·         Participate in RFP process.

Education and/or Experience:

·         Concurrent RN licensure in state of NH.

·         Nursing degree or diploma with 10 or more years of experience or MS/MSN with 5 years of experience.

·         Commitment to pursue advanced degree.

·         Clinical experience involving substantial public contact and previous triage and education role.

·         Management/Supervisory experience.

·         Experience with quality management/risk management programs at the management level.

·         Strategic planning/program development experience.

·         Project implementation expertise.

·         Active membership in professional organization highly desired to maintain and promote industry contacts.

·         Current CPR certification required.

·         Certification in nursing specialty highly desired, especially Telephone Triage.

Knowledge and skills: 

·         Demonstrated nursing professionalism.

·         Conflict management/negotiating skills.

·         Knowledge of organization and community resources.

·         Computer literacy with Window™ Operating System.

·         Highly motivated self-starter.

·         Excellent written, verbal and interpersonal communication skills.

·         Works effectively with minimum supervision.

·         Time management skills.

·         Works well as a team player and has excellent team building skills.