Director of Clinical Access Center
Director of Clinical Access Center
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Job Description
Description: Registered Nurse Inpatient Unit - Nashville
Location: Nashville TN
Status: Full Time
Hours: 8:00 AM - 5:00 PM some weekends if necessary
SUMMARY
This position charter defines the role of the Director of Clinical Access Center a leadership position responsible for architecting leading and optimizing the organizations centralized point of entry for patients & families. It is responsible for the centers overall vision performance and contribution to the organizations mission.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee the full talent lifecycle for the center including the recruitment hiring onboarding and retention of a high-performing multidisciplinary team of clinical (RNs)
- Provide direct oversight and leadership to the team of telephonic triage Registered Nurses (RNs)
- Ensure the provision of 24-hour-per-day seven-day-per-week triage capabilities and on-call coverage. Performs triage role utilizing nursing judgment and process to provide effective timely and compassionate care to patients telephonically.
- Establish and enforce exacting standards for the telephonic assessment of patients. This includes expert evaluation of complex symptom management needs (e.g. pain dyspnea anxiety) crisis intervention and addressing the unique physical psychosocial and spiritual needs of patients at the end of life and their families.
- Dispatches on call nurses as appropriate to clinical need providing excellence of patient care wherever the patient resides
- Develop implement and maintain evidence-based clinical triage protocols specifically tailored for the complexities of the hospice and palliative care patient population. Ensure rigorous team training and adherence to these protocols to promote patient safety quality and consistency of care.
- Ensure that all triage nurse dispositionswhether providing advice dispatching an on-call field nurse arranging for durable medical equipment or escalating to a physicianare clinically appropriate timely well-documented and effectively communicated to the broader care team.
3. Develop and oversee comprehensive training programs and continuous professional development opportunities for all center staff and on call team. This includes initial and ongoing training on clinical protocols empathetic communication techniques (e.g. SPIKES protocol) technology systems regulatory requirements and the core philosophy of hospice and palliative care.
4. Establish key quality metrics systematically collecting and analyzing data and using the findings to drive meaningful and continuous improvement in all aspects of on call and the centers operations.
5. Take ownership of investigating and resolving any patient family or vendor complaints related to the Access Center. Implement thorough root cause analysis and develop effective corrective action plans to prevent the recurrence of service failures.
6. Ensure unwavering compliance with all applicable federal state and local regulations and accreditation standards.
7. Other duties as assigned
EDUCATION and/or EXPERIENCE
A Bachelor of Science in Nursing (BSN) from an accredited institution is required. A Masters degree in a relevant field such as Healthcare Administration (MHA) Business Administration (MBA) or Nursing (MSN) is strongly preferred. A minimum of three (3) to five (5) years of experience within a clinical call center tele-triage operation or a centralized patient intake/admissions department including a minimum of 1 year of supervisory responsibilities.
CERTIFICATES LICENSES REGISTRATIONS
Current and unrestricted TN RN License or compact state license. If required to drive to carry out the duties of this position: current drivers license and automobile insurance as required by Tennessee State Law.
Required Experience:
Director
Employment Type
Full Time
