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Registered Nurse (RN), Supervisor - FT/ Variable

Fountain Valley, California

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Join a team of caring, compassionate Nurses at MemorialCare whose dedication has earned them the highly coveted Magnet® recognition for excellence in nursing and patient care across all of our facilities. The Registered Nurse provides a high level of professionalism, compassion and commitment to our patients by providing safe, efficient patient care through the health experience. MemorialCare Nurses exude the highest standards for nursing excellence, quality patient care, professional innovation and inter-professional collaboration.

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Success Profile

What makes a successful RN at MemorialCare? Check out the traits below to see if you have the right mix.

  • Collaborative
  • Communicator
  • Compassionate
  • Flexible
  • Multi-tasker
  • Team player

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Photo of Karen Walker
"I’ve worked at Long Beach Medical Center for almost 20 years, the majority of which has been spent as a bedside RN. With the support of the organization I was able to attain my Bachelor’s and then Master’s Degree by participating in the Tuition Reimbursement program. I’ve always felt one of the best things about Nursing is that I learn something new almost every day. I recently became a Clinical Educator and am finding it incredibly rewarding to not only facilitate education for others, but to continue building my own knowledge base with each new opportunity. These hallways have seen me say goodbye to loved ones, hold my baby for the first time, make life-long friends, and advance my career. My heart is where my home is, and my home is here!"
- Karen Walker, RN, Clinical Educator, Cardiac Monitor Unit

Mission

  • Mission
  • To improve the health and well being of individuals, families and our communities.
  • Vision
  • Exceptional People.
  • Extraordinary Care.
  • Every Time.

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Benefits

  • Healthcare

    Medical, Dental and Vision plans (HMO & PPO) & Flexible Spending Accounts (FSA)

  • Health and Wellness Programs

    MemorialCare is committed to providing an environment and culture that empowers its employees to maintain or improve well-being through our nationally recognized "Good Life" program.

  • Employer Matching 401(K)

    MemorialCare is committed to your financial success and provides the 401(k) Plan to help you save for retirement.

  • Professional Development

    MemorialCare encourages and supports the professional growth of its employees by providing financial assistance to further their education.

  • Paid Time Off

    A fully integrated PTO plan which includes; vacation, sick leave, holidays & personal days.

  • Life and Disability Insurance

    Basic Life/AD&D is an employer paid benefit that is offered to Full-Time employees.

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Responsibilities

Location:

Schedule: Full-time

Shift: Regular

Job Listing:MEM004348

Purpose Statement / Position Summary


The Navigation Center Supervisor is responsible for supervising customer service staff and monitoring their performance, while providing excellent service to our Patient, Families and Providers.  They are responsible for the day to day operations of the Navigation Center, which includes training staff, staff assessments, shared department budgets and goal attainment. Accountable for standard work processes to ensure quick response to our customers, in a polite, empathic and professional voice and manner.  Track and monitor department performance and KPI's.

Essential Functions and Responsibilities of the Job

  • Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers, Staff and Colleagues.
  • Prioritize service and customer experience within each interaction.
  • Ensure unforgettable guest experiences through unmatched service.
  • Demonstrates strong guest-focused engagement over the phone, email, and chat.
  • Demonstrates effective communication, interpersonal, written and verbal skills.
  • Communicates between the Director, Staff, and other departments to resolve issues.
  • Acts as a resource and provides ongoing coaching and support for all staff.
  • Strong organizational skills.
  • Must be able to multi-task and maintain a calm demeanor.
  • Must possess problem resolution and follow through skills.
  • Knowledge of managed care and the business segments.
  • Knowledge and ability to schedule reservations for patients/family.
  • Knowledge of report building and presenting to the Leadership Team.
  • Be at work and be on time, available to lead a dynamic team that supports a 24x7 operation.
  • Follow company policies, procedures and directives.
  • Interact in a positive and constructive manner.
  • Prioritize and multitask.

Essential Job Outcomes 

  • Under minimal supervision and in a professional and friendly manner, performs all assigned job tasks to the highest level of accuracy and timeliness.
  • Oversee and supervise aspects of the Navigation Center and oversee Navigators, including oversight of staff time and attendance.
  • Provide coaching, review/completion of eCATS, and complete 90-Day evaluations of direct reports.
  • Ability to hire top talent.
  • Identifying and providing feedback through 1;1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Track & monitor department performance and KPI's.
  • Responsible for tracking member complaints, physician generated patient transfers and general accountability for problem resolution.
  • Oversee employees and supervising the implementation of team and initiatives.
  • Must have a high level of computer knowledge and competency in multiple software system environments.
  • Must meet daily call standards, KPI's (Key Performance Indicators), and document calls accurately.
  • Must be able to multi-task while speaking with the customer and perform research functions as well as maintain a professional demeanor and standard of excellence.
  • Ability to handle large volume of telephone work in call center environment.
  • Ability to handle and resolve escalated calls regarding a variety of issues.
  • Comfortable in both a leadership and team player role.
  • Manages budgets, people, and operations
  • Assists physicians, provider offices, health plans, and members with issue resolution, claims status calls, and referral management calls.
  • Assists in orienting and/or education of new members and acts as the first point of contact to new members.
  • Interfaces with health plans general policies and procedures as enumerated by their insurance policy.
  • Projects an image of professionalism in communication, appearance and conduct.
  • Monitors staff production on the phone system and generates daily productivity reports. Reports any productivity concerns to the Director.
  • Communicates between the Director, staff and other departments to resolve issues.
  • Acts as a resource and provides support for all staff.
  • Participates in the continuous quality improvement process.
  • Maintains a working knowledge of department standard operating procedures, standard work, and leader standard work.
  • Demonstrates effective communication, interpersonal, written and verbal skills.
  • 'Other duties as assigned.'

Experience

  • Minimum 5 years customer service experience or other related guest-focused engagement preferred.
  • Call center experience necessary in a fast-paced setting.
  • Demonstrated good leadership, supervision, and teamwork skills.
  • Excellent computer and typing skills are necessary.  Use and knowledge of Windows, Microsoft Office, and Outlook (operates PC with speed and accuracy).
  • Medical terminology required.
  • Spanish speaking a plus

Education

  • High School diploma or GED required.
  • Bachelor's degree or an equivalent combination of education and relevant experience required.
  • Traditional PBX knowledge and experience required (i.e. NEC, Avaya).
  • General Call Center knowledge and experienced preferred (i.e. Workforce Management, QA, Training, Call Monitoring, etc.).

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