RN Clinical Supervisor (Contact Center)

West Health Advocate Solutions team is excited to announce we have a leadership opportunity available at our Plymouth Meeting, PA office. Our RN Clinical Supervisor will support, coach, and mentor a team of Personal Health Advocates as they assist our clients in untangling the web of the healthcare and insurance system. In addition, this position will work in tandem with their senior leadership team as they assess current processes and provide a fresh perspective on streamlining and level setting best practices. This is a great opportunity who enjoys leveraging their experience as a healthcare professional to develop their business acumen. We are looking for candidate who can successfully demonstrate comprehensive understanding of the healthcare system (e.g. clinical, health advocacy, disease management, health insurance, etc.). Furthermore, this position will be responsible for:

• Supervising the day-to-day activities and workflow of all incoming advocacy calls/cases and implementing procedural best practices
• Administrative functions and supervision of the assigned team, which includes monitoring productivity, quality management, scheduling, and reporting as applicable
• Lead in-depth problem solving analysis and coordinate efforts with internal departments and subject matter experts to resolve issues as necessary
• Routinely evaluate and monitor service calls and case management procedures to ensure the proper target resolution thresholds are identified and recommend any necessary changes to upper level management
• Communicating newly approved procedures or policies to staff in a timely manner
• Escalating cases through the appropriate channels in accordance with the business unit’s policies and procedures as applicable.

Education

• Bachelor of Science in Nursing (BSN) or Registered Nurse (RN) degree from an accredited college or university is required

Experience

• Minimum of six years’ experience in medical management, clinical nursing, case or disease management, health advocacy, health benefit plans, health insurance, home care services, or related field is required
• Minimum of one year lead or supervisory experience required

Other

• Intermediate knowledge of MS Word, Outlook, and Excel required
• A current/active and unrestricted state RN licensure is required
• Based on area of assignment completion of applicable Health Insurance Portability and
• Accountability Act of 1996 (HIPAA) certifications may be required

West is the leading independent provider of healthcare advocacy products and services to employees of large organizations. Our Health Advocate division serves 40+ million Americans through more than 10,000 client relationships, including many of the nation’s largest companies. By helping members personally maneuver healthcare and insurance-related issues, we save our customers time and money. Our leading-edge technology platform combined with clinical experts can support consumers with any healthcare or health insurance issue. West leverages the power of data analytics with pricing transparency and personalized health communications to help members make better-informed decisions and get more value from the healthcare system. Additional services include wellness coaching, Employee Assistance Programs (EAP), nurse line, biometrics screenings and chronic care solutions.

We connect. We deliver. We are West!

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