Telephone Triage Patient Flow Supervisor - Primary Care

Primary Function

The Telephone Triage Patient Flow Supervisor (Flow Supervisor) is a Registered Nurse who has the responsibility to support the delivery of high-quality, evidence-based, and safe patient care in the ambulatory primary care environment. Kids Health On Call provides telephone triage support to primary care offices 24 hours a day/ 365 days a year, and as such, there are a few significant deviations between the responsibilities of the Day shift Flow Supervisor and the After-hours Flow Supervisor. The Flow Supervisor provides clinical supervision for the remote triage team and coordinates daily operations in collaboration interdisciplinary care teams to provide patients and families with access to telephone triage advice by highly skilled registered nurses who accurately answer their questions, address their medical concerns, and ensure optimal patient outcomes utilizing existing resources. The Day shift Flow Supervisor works closely with primary care leadership and KHOC Nurse manager to orchestrate and trouble-shoot supplementary triage support for primary care offices.

The Flow Supervisor position is fully remote, and may be between 0.5 FTE and 1.0 FTE depending on departmental needs. Scheduled hours for the Day shift Flow Supervisor will be during regular weekday business hours. Scheduled hours for the After-hours Flow Supervisor will be during Evening shift on weekdays, with a requirement of every other weekend, and every other holiday (weekends and holidays may be Day or Evening shift depending on departmental need). The After-hours Flow Supervisor is required to be available on-call to address personnel and clinical issues all day Friday through Sunday during their scheduled weekend, and all day on their scheduled holiday. The After-hours Flow Supervisor role qualifies for shift differential and on-call pay as appropriate.

The Flow Supervisor provides direct patient care by participating in daily telephone triage calls while managing the call volume and level of call acuity for the team. This position communicates with the triage nurses to provide direction and guidance on how to manage triage calls to ensure nurse and patient satisfaction, and how to escalate clinical issues as appropriate. The Flow Supervisor is responsible for providing leadership and mentorship to directly impact the professional development of team members.

Upon hire, the Kids Health On Call nurse must have an active unrestricted Delaware Registered Nurse license to start. Active Pennsylvania and Florida Registered Nurse Licenses must be obtained within 90 days of hire date. BLS required for all nursing roles.

*Nurses residing in an interstate compact state (DE, NJ or MD) who have a multistate license for their state of residence will not need to obtain separate PA or FL licensure. Nurses residing in PA will continue to require separate DE and FL licensure until PA begins full participation in the interstate compact. The KHOC associate must not work autonomously until all licensure is obtained and verified- they can shadow and train with a KHOC preceptor, but cannot provide medical advice for patients receiving primary care services in states for which the associate has not yet obtained licensure.

Pediatric certification preferred