Call Center Nurse Manager

Company Description

The role of call center nurse presents applicants with opportunity to enter a rapidly growing company, Zest Health, that is reinventing the healthcare experience for its members.  Through its consumer-centric approach toward care and innovative purchase mechanisms, Zest improves the quality of care while eliminating excess cost borne by employers or employees. Backed by Lightbank and 7wire Ventures, Zest’s dual focus on healthcare innovation and consumerism is deeply engrained in the company’s DNA.

Zest’s business model is built around a proprietary platform that includes an easy to use mobile application that offers users access to information and help when they need it, yielding higher quality care that is provided at a more cost-effective price.

Job Description

A cornerstone of Zest’s value proposition is 24/7 immediate access to a nurse helpline. Zest’s nurse helpline offers high quality, high touch guidance to members.  Through the nurse line, Zest extends true concierge care to all. Zest’s call center nurses are key representatives that deliver this extraordinary level of service to members on a continuous basis.

The importance of the Zest brand is paramount, and the call center nurse is the ultimate champion of Zest’s brand. A candidate must demonstrate his/her ability to provide exemplary customer service, be a strong advocate for the customer, leverage triage protocols and properly document all interactions.

The call center nurse utilizes knowledge of the nursing process to assist callers make informed decisions regarding consumption of health care.  In doing so, the call center nurse employs data gathering techniques, actively listens to caller needs, and leverages problem solving skills based on experience. Supported by software that incorporates triage logic to guide recommendations, and educational information and appointment scheduling functions, guidance offered by the nurse is documented and available for dissemination to appropriate external care providers with whom members interact. Hours of call center operation are 7 days/week, 24 hours/day, 365 days/year.

The Call Center provides or connects Zest customers, clients, partners with the following services:

• Care Triage
• Care management
• Physician referral
• Scheduling
• Third party service referral

Qualifications

• Degree from an accredited school of nursing.
• Registered Nurse (RN).
• At least 5 years work experience in management in a Nurse Triage call center environment / Customer support / service environment.
• Ability to multi-task and to work around scheduled deadlines within a dynamic and challenging environment.
• Ability to prioritize and display aptitude for good decision making.
• Ability to work under pressure and maintain a positive frame of mind.
• Ability to think strategically.
• Strong Project Management skills.
• Excellent Communication and interpersonal skills.
• Computer literate – MS Office.
• Desire to work in a fast-paced, dynamic and challenging environment.

Additional Information

• Hire, train and manage a team of nurses to take calls, answer secure messages, and make outbound calls. Develop a motivated cohesive team environment where staff can achieve their full potential.
• Establish and oversee the quality and operations policies for the Zest Call Center. 
• Manage to service levels and key performance indicators that put the Zest Call Center in line with industry world class standards.
• Track call and data traffic and accurately formulate staff forecasts to ensure service levels are met. Coordinate with Zest management to ensure that new staff members are recruited to meet the growth in call traffic.
• Actively measure the performance of your team and ensure that all operational targets and service levels are achieved.
• Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.
• Communicate performance results with the individual team members and Zest management team.  Ensure minimal attrition by monitoring, coaching, and developing team members.
• Proactively seek ways of improving the service we offer to our clients.
• Serve as an escalation path for nurse team members.  Respond quickly to any potential problems.
• Spend an agreed upon proportion of time answering queue calls.
• Coordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meetings to ensure that two-way communication are maintained between team members and management.
• Support the management team in the creation of management reports.
• Conduct account review presentations to clients as required. Some travel may be required.
• Participate in Zest business discussions and proposals to prospective clients.
• Work with Zest’s partners to establish and manage joint workflows.
• Undertake any administration associated with payroll, performance related bonus, staff time-off requests, expenses claims, etc.
• Interface with Zest compliance officer to ensure call center meets HIPAA regulations.
• Keep up to date with industry advancements and identify opportunities for Zest Health.