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Clinical Nurse Manager, Contact Center

Primary Location Renton, Washington Job Number 1137808 Date posted 01/18/2023
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Provide leadership and operations support for the clinical contact center for KP Washington telehealth/telemedicine services including clinical contact center, medical advice services, and other areas of telemedicine discipline under the leadership of the Director of Clinical Contact Center. Ensure that financial, service quality and clinical quality outcome goals established for the service are met. Provide oversight of frontline staff and assure compliance with regulatory and practice standards. Plan, promote and implement work flow, quality assurance and quality improvement programs to enhance patient care. Provide quality, consumer-centered services by partnering with medical staff, division leadership and Kaiser Foundation Health Plan of Washington leadership.

Essential Responsibilities:

Operational Excellence:

  • Manages the daily operations of assigned clinical practice teams and services with the division to assure optimal delivery of safe, appropriate, accessible care and service.

  • Support/facilitate coordination of workflow across medical, nursing, technical, and appointing staff.

  • Collaborate and ensure effective communication with other leaders in the division to align operations and implement/monitor interdisciplinary change initiatives, workflow, quality and process improvements.

  • Assures adequate staffing levels are in place to meet patient needs.

  • Ensures assigned teams are effectively assessing, planning, implementing and evaluating care/service.

  • Resolves service/care issues, UOs, including patient complaints, as they occur within assigned area.

  • Plans, identifies outcomes and implements quality assurance and quality improvement plans.

  • Ensures all staff meet clinical quality & technical and customer service standards.

  • In collaboration with leadership, identifies and develops standards of clinical care and clinical protocols.

  • Tracks, trends and monitors outcomes standards related to the service & clinical quality and implements improvement strategies to ensure patient safety.

  • Develops budget strategies.

  • Makes decisions related to resource allocation and priorities.

  • Develops and implements efficient and effective operational processes and methods.

  • Sets standards and targets to ensure fiscal resources are managed within budgetary allocation.

  • Effectively and efficiently utilizes fiscal resources to stay within budget allocation.

  • Identifies & participates in the development of ongoing orientation, educational & training programs for the department.

  • Identifies & develops individual learning plans as needed in the areas of clinical quality and service quality. Participates in the orientation and training of staff.

  • Leads, manages and develops staff to ensure the best use of human resources and to achieve financial, service and clinical quality outcomes.

  • Recruits, hires, promotes, monitors, disciplines and terminates staff when necessary.

  • Completes & presents performance evaluations.

  • Mentors & coaches staff to meet or exceed cost, quality, service and staff satisfaction outcomes.

  • Builds teams & develops individuals to effectively problem solve, resolve conflict and demonstrate appropriate team behavior.

  • Promotes the delivery of MAS services across the continuum to include patient assessment, planning, intervention and evaluation through the development of systems and tools that promote communication and exchange of information between care settings.

  • Assures information systems and applications support key work.

  • #RNMGR

Basic Qualifications:



  • Minimum five (5) years of management or supervisory experience in a clinical or telehealth environment, including demonstrated success in managing financial resources, identifying and meeting customer and patient needs, and working effectively with medical and nursing staff.

  • Minimum two (2) years of telehealth or outpatient operations experience as a nurse.



  • Bachelors degree in nursing.


License, Certification, Registration

  • Basic Life Support required at hire

  • Registered Nurse License (Washington) required at hire


Additional Requirements:

  • Demonstrated ability to lead and manage professional staff.

  • Demonstrated ability to recruit, mentor, develop and engage staff, monitor performance standards, deliver results, and hold staff accountable.

  • Demonstrated ability to manage multiple tasks simultaneously.

  • Able to prioritize and effectively anticipate and respond to issues as they arise.

  • Effective communication, collaboration and change management skills.Financial management skills.


Preferred Qualifications:

  • Seven (7) years of management or supervisory experience in a clinical or telehealth environment, including demonstrated success in managing financial resources, identifying and meeting customer requirements, and working effectively with medical staff.

  • Five (5) years of increasingly responsible outpatient operations experience as a nurse.

  • Masters degree in healthcare related field.

  • Knowledge of regulatory requirements, managed care, health care delivery systems and nursing practice.

Primary Location: Washington,Renton,Renton Administration - Rainier Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-WA-04|NUE|Non Union Employee Job Level: Manager with Direct Reports Department: Renton Admin Glacier - Message Nurse - 1130 Pay Range: $107900 - $139590 Travel: No At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.