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Assistant Nursing Manager, Clinical Contact Center (Renton or Spokane, Partial Remote)

Provide leadership and operations support for telehealth/telemedicine sevices including clinical contact center, medical advice services, and other areas of telemedicine discipline under the leadership of the Director of Clinical Call/Telehealth. Ensure that financial, service quality and clinical quality outcome goals established for the service are met. Provide human resources management 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 and 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 and 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 and participates in the development of ongoing orientation, educational and training programs for the department. Identifies and 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 and presents performance evaluations. Mentors and coaches staff to meet or exceed cost, quality, service and staff satisfaction outcomes.

+ Builds teams and 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.

Basic Qualifications:


+ Minimum one (1) year of experience as a charge nurse, lead, or supervisor in a clinical environment managing the day-to-day work flow and performance of others, identifying and meeting customer requirements, and working effectively with medical staff.

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


+ Bachelors degree in nursing.

License, Certification, Registration

+ Registered Nurse License (Washington) required at hire

+ Basic Life Support 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:

+ Three (3) 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.


TITLE: Assistant Nursing Manager, Clinical Contact Center (Renton or Spokane, Partial Remote)

LOCATION: Renton, Washington

REQNUMBER: 1010821

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

Assistant Nursing Manager, Clinical Contact Center (Renton or Spokane, Partial Remote)

Full time
Renton, WA

Published on 10/22/2021

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