Sr Mgr Connection Center - Clinical Triage

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values — integrity, patient‑centered, respect, accountability, and compassion — must guide what we do, as individuals and professionals, every day.

The Call Center Sr. Manager has the responsibility and accountability for all administrative, technical, and personnel matters required for the efficient and high‑quality operation and management of operators and clinical nurse advisors. This includes direct responsibility for specialty care triage, leadership planning for integration of other call centers such as primary care, and maintaining the highest level of understanding of systems functionality and workflow processes affecting the operations of the Call Center.

The incumbent acts as a leadership resource, responsible for managing the development and execution of strategic organizational priorities related to the call center, identifying trends that negatively impact the department, and proactively communicating process‑improvement and customer‑service opportunities to management. The manager monitors staff activity to identify deficiencies, assesses the effectiveness of overall training, reviews call reports and metrics, and is accountable for continuous improvement and full integration of call‑center clinical activities.

All actions must consistently exemplify HRO, CHAMP, Service Excellence, and employee handbook guidelines.

EEO/AA/Disability/Veteran

• Primarily responsible for the ongoing improvement and integration of clinical triage functions across the enterprise.
• Provides leadership and direction for centralized phone operations, including coordination with clinical and non‑clinical functions.
• Establishes nurse peer‑review process as part of centralized phone operations.
• Demonstrates high‑level knowledge and skills in key behaviors reflecting expertise in communication, customer service orientation, problem solving, resource management, results orientation, teamwork and cooperation, business and organization expertise, leadership, and managing performance.
• Serves as primary clinical contact for all questions, concerns, and issues that require liaison services with the call center, ambulatory operations, service lines, departments, and hospitals.
• Provides organization and support for the orientation of new staff, incorporating them into the organization and the department as a whole.
• Develops capital and operating budget plans.
• Creates strategies and recommendations for continuous improvement, bringing forward issues central to the role and contributing to the improvement and ongoing development of core critical processes.
• Provides regular leadership reports that identify KPIs regarding clinical triage performance.
• Utilizes principles of patient‑centered care to direct interventions and changes in a fast‑paced environment.
• Continually identifies new opportunities to promote professional development and success as an interdisciplinary member of Yale New Haven Health staff, bridging throughout the continuum for the quality care of all patients.
• Presents recommendations to leadership to consistently advance and support the philosophy and goals of the YNHHS Call Center Department and the health system.
• Modeling of professional behaviors at all times, demonstrating courage in verbal and written communications.
• Sets an example for accountability and responsibility for all daily activities and holds others accountable for the same.
• Facilitates and manages group dynamics, recognizing when the group is not functioning at capacity and developing a plan and structure to improve teamwork.
• Responsible for maximizing employee satisfaction through identified priorities from the Employee Engagement Survey.
• Other duties as assigned.

Education

Bachelor's degree in health sciences, nursing, or a related equivalent is required; an advanced degree in a health‑related field is preferred.

Experience

Five (5) to seven (7) years of progressive experience in a high‑complexity healthcare environment, including management of daily operations and…