RN / Director of Nursing Job in Louisville, Kentucky / Hospital
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Description
We are recruiting for a Director, Placement Solutions to join our Innovations Department in Louisville, KY. Summary: Responsible for all aspects of day-to-day operations of the Placement Solutions Team. Responsible for the strategic direction setting, management, continuous improvement, and maintenance of the Placement Solutions Department. Demonstrates understanding of, and provides daily operational leadership guidance to a rapidly growing team of Nurse Advocates, Senior Nurse Advocates, Placement Coordinators, and Insurance Verifiers who are focused on exceeding Customer expectations and needs. This include meeting agreed-upon service levels, training RN staff, ensuring customer satisfaction with presenting a positive picture of the Placement Solutions Team. Will empower staff to act as the advocate for customers and patients. Essential Functions: Assists Hospital Placement Team in patient facilitation through participation in daily bed management meetings and implementation of multi-disciplinary activities to improve quality of care Coordinates between Placement Solutions and Liaison department and services that assist in the referral and placement portion of the discharge planning process, while monitoring agreed upon customer Service Level Agreements. Drives and assist enterprise wide call center analytics that will support cost and quality improvements within the Discharge Planning team Directs workforce capacity planning processes from multiple consumers from multiple of Line of Business. Forecasts and determines long range and short range operations capacity needs to ensure targeted service level is met. Hire, establish goals, and coach team members. Provide a comprehensive orientation to the Placement Solutions team as well as to the mission and objectives. Evaluate performance goals and provide informal ongoing feedback; meet formally each quarter with each employee to review progress, identify priority areas and re-establish goals if needed. Perform annual performance review. Set concise and understandable, minimum expectations for phone etiquette, service levels, empathy and professionalism. Provide initial and ongoing team/individual education that supports employee certification, career growth and advancement in pertinent topics. Continuously strive to find new techniques and approaches that will help employees to provide more efficient service to customers or promote the provision of the company's services to new groups of customers. Act as Placement Solutions spokesperson and representative for company-wide initiatives, communications, meetings with other departments, and outside events - always acting as the customer advocate. Promote the customer viewpoint and help others to see things through the customer's eyes. Conducts team tactical and strategic planning meetings. Anticipate customer needs and plan accordingly. Conduct focus groups or special customer surveys as needed. Propose and gain agreement as to reasonable business service levels for items impacting customer perception. To that end, work closely with staff to ensure adherence to proper procedures and policies. Foster exceptional business relationships with customer operations, admission and discharge personnel in order to facilitate timely response for customers including the referral process. Continually enhance knowledge and awareness of industry standards, trends and best practices in order to strengthen organizational knowledge Knowledge/Skills/Abilities: Current, in-depth knowledge of post-acute care, discharge planning and associated differentiating factors for customers. Proficient at leading Placement operations and implementing best practices. Above average interpersonal and negotiation skills in dealing with internal departments as well as external customers focusing on senior management. Excellent presentation skills in front of both internal and external audiences. Advanced expertise in dealing with upset, angry, or inappropriate customers. Ability to create and execute an initiative geared toward employee motivation and productivity in a placement center environment. Proven project management skills, with focus on timely, quality results. Working knowledge of computer systems and information technology. #MON-CORP Qualifications: Education: Bachelor's degree or equivalent experience. Licenses/Certification: Licensed Registered Nurse Case Management Certification Preferred Experience: Minimum of 3 years of Case Management experience, preferably in a contact or call center or in a central admissions/placement office. 5 years of work experience with various aspects of post-acute care that can be demonstrated through a solid understanding of post-acute care. Past success with healthcare customer communications which may have been obtained in nursing or another clinical venue or through experience working with a contact or call center-type environment in a healthcare setting Knowledge of Medicare, Medicaid and Managed Care standards, requirements systems and benefits administration. Depending on a candidate's qualifications, this position may be filled at a different level. If you are a current Kindred/RehabCare employee Click Here .
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