Manager, Nurse Line

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Being the heartbeat of Denver means our heart reflects something bigger than ourselves, something that connects us all:

Humanity in action, Triumph in hardship, Transformation in health.

Department

• Manages and coordinates the activities of assigned nurse line management and employees (assigned contact center teams); determines work procedures and expedites workflow; assigns duties and reviews work; prepares necessary and required reports to management. (15%)
• Responsible for nurse line leadership development activities, assessing employee's current and desired developmental stage, development if training programs that remove barriers enhancing employee skills and allowing them to acquire new knowledge. (10%)
• Develop and oversee strategies focusing on improving employee experience through culture change and engagement; develop and execute action plans to support employee engagement; monitor and review the effectiveness of employee engagement interventions. (10%)
• Develops strategies for new business and service line opportunities, and provides oversight and management of all related activities including business plans and pricing standards. Fosters relationships with outside entities to develop actionable opportunities to strategically grow Denver Health's services. (10%)
• Responsible for operation systems, standard operation procedures and service level agreements in contact centers; responsible for liaising with support departments (IT, Telecomm, Contracts, Finance, Quality, Recruiting) to ensure business objectives, escalating appropriately to the Director as needed. (10%)
• Monitors productivity, service quality and contract compliance on a daily basis and makes appropriate recommendations for improvement; responsible for contact centers' standard operating procedures and service level agreements; review contact volume, contact handling time and peak contact times and assures that contact center personnel schedules appropriately meet center service requirements. (10%)
• Utilizes Lean and other performance improvement approaches to analyze and evaluate operational performance, empowers employees and involves them in working through improvements, executes change management activities creating a culture of performance improvement and change management. (10%)
• Serves as liaison with internal and external clients to ensure contract compliance and overall customer satisfaction, customer service and quality goals. (10%)
• Evaluates priorities, alternative revenue sources, performance measures, and opportunity costs to recommend budget expansion or reduction. (5%)
• Assists in budget development, processing and monitoring and based upon analyzed financial data and makes recommendations. (5%)
• Devises, initiates, implements, and evaluates cost control measures in order to sustain an ongoing, self-supporting program. 14. Conducts in-depth productivity studies and collects statistical data to analyze findings and prepare comprehensive reports and recommendations to Director. (5%)

• Associate's Degree Required

• 4-6 years Seven years of nursing experience required -Four can be within nursing leadership Required and
• Four years nursing leadership experience Required and
• Five years of experience in personnel and operations management, business development/marketing, customer relations Required

• BLS-Basic Life Support (BLS/CPR) - AHA - American Heart Association Required and
• RN-Registered Nurse - DORA - Department of Regulatory Agencies Required

• Knowledge of regulatory standards and compliance requirements.
• Skilled in decision making regarding appropriateness of care within the RN scope of practice.
• Review, assist with research design planning, and analyzing and generating quality improvement reports.
• Ability to work independently as well as collaboratively with other internal and external team members to ensure timelines are met
• Analyze data and able organize into meaningful deliverables for executives and internal and external clients as needed.
• Cultivate and maintain effective relationships and communications with internal and external clients.
• Skilled in Project Management; organization and development of pilots and programs of the Nurse Line.
• Leadership abilities that involve supervision, prioritization, and collaboration & delegation of tasks to ensure the smooth operations of daily work flow.
• Develop and update Policies and Procedures for the changing needs of the units that are in line with RMPDC and Denver Health Standards and regulations.
• Role in Business Development and service expansion projects as needed in the absence of the Business Liaison.
• Key partner with Business Liaison for contract management with external clients. Maintaining effective relationships and ensuring compliance with agreed upon services and reporting.
• Key partner with Business Liaison for new business development and programs
• Act as the Nurse Line Operations Manager's delegate in his/her absence. Ability to make appropriate decisions and work assignments as needed
• Act as the Director, Centralized Contact Center delegate in his/her absence. Ability to make appropriate decisions and work assignments as needed
• Strong computer skills in order to navigate triage software database and generate and report performance metrics and required deliverables for contracts
• Able to trouble shoot basic IT issues and determine the appropriate level of IT involvement and assist staff as needed.
• Accomplished in Microsoft suite but with particular skills in Excel and power point

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.