Access Team Lead

Access Team Lead

Location: Nashville TN

Status: Full Time

Hours: 8:00 AM - 5:00 PM some weekends if necessary

SUMMARY

The Team Lead of the Access Center is a supportive leadership role for the support and oversight of day-to-day

supervision/needs quality assurance and professional development of the teams associated with the Access

Center. This position leverages a Registered Nurse (RN) background with specialized expertise in education and

training to ensure that protocols and clinical standards are consistently met. The Team Lead works in close

collaboration with and reports to the Director of Access to support seamless operations and high quality across

the Access Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

I. Quality & Oversight

• Quality Assurance: Conduct regular chart reviews and call audits to ensure all triage nurses adherestrictly to established clinical guidelines protocols and regulatory requirements (e.g. HIPAA statenursing practice acts).
• Documentation Integrity: Ensure all patient interactions and clinical decisions are accurately timelyand thoroughly documented in the Electronic Medical Record (EMR).
• Protocol Development: Participate in the review and updating of triage protocols standing orders anddecision-making tools in partnership with medical leadership.

II. Training Education and Development

• Onboarding & Training: Collaborate in designing implement and leading comprehensive orientationand training programs for new staff associated with the Access Center.
• Continuing Education: Develop and deliver ongoing educational modules and workshops to addressperformance gaps introduce new clinical guidelines and support maintaining staff competency.
• Mentorship: Serve as a resource and mentor providing real-time coaching and support to staff handlingcomplex or sensitive patient calls.

III. Operational Management & Performance Monitoring

• Performance Monitoring: Track and analyze key performance indicators (KPIs) related to triageefficiency call handling times accuracy rates and patient satisfaction.
• Staff Scheduling & Supervision: Assist the Director with daily workflow planning scheduling anddirect supervision to ensure adequate coverage for all operational hours.
• Issue Resolution: Act as the first point of escalation for complex clinical or operational issues andconflicts within the team.

IV. Inter-Departmental Collaboration

• Operational Support: Work closely with the Director of Access to align the teams activities with overallgoals for intake and admissions flow impacting the Access centers performance and functions.
• Process Improvement: Identify and champion opportunities for process improvement and efficiencygains across the entire patient access workflow ensuring integration between triage scheduling andadmissions.

Skills and Competencies

• Exceptional leadership coaching and motivational skills.
• Demonstrated ability to assess performance and implement effective training interventions.
• Strong problem-solving skills.
• Ability to thrive in an ever-changing environment.
• Can easily adapt to changes in volume and workflow.
• Strong knowledge of regulatory standards including TN nursing practice standards.
• Excellent verbal and written communication skills particularly for remote patient interactions and both remote and in-person education with staff.
• Proficiency with EMR systems various communication tools and quality assurance monitoring software.

EDUCATION and/or EXPERIENCE

A Bachelors of Science in Nursing (BSN) strongly preferred. Minimum of 3-5 years of clinical nursing experience required with previous experience in triage telephone nursing or a high-volume clinical call center environment strongly preferred. Documented experience or specific training in education staff traininginstructional design or clinical preceptorship is strongly preferred.

CERTIFICATES LICENSES REGISTRATIONS

Current and unrestricted TN RN License. If required to drive to carry out the duties of this position: current driverslicense and automobile insurance as required by Tennessee State Law.