Clinical Service Representative, Team Leader

DEPARTMENT: Group Operations
REPORT TO: Operations Manager
STATUS: Exempt
UNION AFFILIATION: Non-Union
SCHEDULE: Full Time (40 hours)

Work Location and actual schedule varies based on company needs; schedules subject to
change with notice. Position floats between Call Center locations as directed for coverage.

JOB OVERVIEW:
The Clinical Team Leader will participate directly in the Clinical service Representative functions within call center and provide supervision for assigned team of Clinical Service Representatives (RNs) and Service Marketing Representative in their assigned team. As will handle cross team clinical call elevation and patient triage assistance.

ESSENTIAL FUNCTIONS:
1. Training of Team member on procedures and guidelines ,as necessary
2. Handle Team Members requests for vacation and personal leave and maintain attendance
and punctuality records.
3. Responsible for Team member work scheduling to best meet patient volume demands
4. Respond to calls relating to medication and symptoms
5. Respond to calls requesting to speak to a Provider
6. Respond to calls relating to procedure preparation, procedure or tests ordered by a Provider
7. Receive and make clinical related calls to patients, as assigned

SKILLS REQUIRED:
1. Excellent communication skills and ability to demonstrate care and concern over the
telephone when responding to patients needs, concerns and request for assistance.
2. Bi-lingual communication (verbal / written), a plus.

EXPERIENCE REQUIRED:
At least one (1) year experience in a direct clinical patient care capacity, assisting a Clinical Provider or a clinical advisory position utilizing RN credentials; Supervisory or Administrative experience a plus.

Urgent Care and/or Triage Software and process experience is a plus.

EDUCATION REQUIREMENTS:
NYS Registered Nurse with valid license is required.

This job description is intended to provide a general overview of the functions and tasks that may be essential to the position. It is not intended to be all-inclusive, nor any contract of employment. As such, the management of Preferred Health Partners (“PREFERRED HEALTH PARTNERS”) may request any employee to perform functions and/or tasks that have not been stated in this document, or routinely assigned, bus is deemed appropriate and reasonable. Furthermore, “PREFERRED HEALTH PARTNERS” does reserve the right to modify the functions and/or tasks performed relative to the position for which this job description has been prepared at its discretion and at any time. It is understood that the employment relationship may be terminated “at will” at any time and without cause or notice by either the employee or the Company.

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