Nurse Supervisor (RN)

Position Summary: The Nurse Supervisor is responsible for the daily supervision, coordination, and support of the Nurse Triage and Nurse Care Management teams. This position provides clinical leadership to ensure the delivery of safe, efficient, patient-centered care and supports organizational quality, population health, and patient access initiatives. The Nurse Supervisor serves as a resource for nursing staff, providers, and clinical support teams, assisting with clinical triage, care coordination, patient outreach, and management of an assigned care management panel. The Nurse Supervisor collaborates closely with the Clinical Manager, providers, and interdisciplinary teams to improve clinical outcomes, support workflow efficiency, and ensure compliance with organizational, regulatory, and quality standards.

Role Qualifications:

Education: Active, unrestricted Nursing License in Pennsylvania required. BSN preferred; Associate Degree in Nursing with relevant experience considered. BLS certification required.

Experience: Minimum of 3 years of nursing experience in primary care, family practice, ambulatory care, or care management required. Minimum of 2 years of supervisory, lead nurse, or leadership experience preferred. Experience in an FQHC or community health setting preferred. Experience with care management, triage protocols, population health initiatives, and EHR systems preferred. 

Location: This position requires travel to all CHDC sites, off-site retreats, conferences, workshops, and outreach functions as needed.

Position Responsibilities:

•    Provide direct supervision of Nurse Care Managers and Triage Nurses.

•    Oversee daily nursing workflows to ensure appropriate coverage and timely patient response.

•    Assist with staffing coordination, schedule adjustments, and workflow management.

•    Conduct performance evaluations and provide ongoing coaching, mentoring, and professional development.

•    Assist with recruitment, onboarding, orientation, and training of nursing staff.

•    Serve as an escalation resource for complex patient care concerns and operational issues.

•    Foster a culture of professionalism, accountability, teamwork, and patient-centered care.

Triage Operations

•    Monitor and oversee nurse triage activities to ensure adherence to clinical protocols and organizational standards.

•    Participate in telephone and electronic triage activities as needed to support patient care and staffing needs.

•    Assist in developing and maintaining triage workflows, protocols, and best practices.

•    Monitor nurse response times, documentation quality, and patient outcomes.

•    Collaborate with providers regarding urgent patient concerns and care recommendations.

Care Management and Population Health

•    Provide direct care management services for high-risk and medically complex patients.

•    Collaborate with providers to develop and implement individualized care plans.

•    Support transitional care management, chronic disease management, and preventive care initiatives.

•    Monitor and assist with closing care gaps and quality measures.

•    Assist Nurse Care Managers with complex patient cases and barriers to care.

•    Support patient engagement, education, and self-management initiatives.

•    Participate in quality improvement initiatives, clinical audits, and performance improvement projects.

•    Assist with monitoring quality metrics including UDS, HEDIS, PCMH, and other organizational goals.

•    Review nursing documentation for compliance, accuracy, and completeness.

•    Support organizational efforts related to patient safety and risk management.

•    Participate in organizational committees assigned.

Organizational

•    Adheres to the organization’s mission, vision, and values.

•    Adheres to the organization’s policies regarding time and attendance.

•    Comply with accepted dress code and maintain a professional image.

•    Demonstrates reliability and trustworthiness.

•    Manages time and other resources to meet established goals within the agreed time frames.

•    Demonstrates flexibility in the acceptance and completion of work assignments.

•    Participates in the department’s performance improvement activities.

•    Maintains patient/employee confidentiality in the management of information.

•    Observes the Health Care System’s compliance policies.

Essential Skills & Experience:

•     Strong nursing leadership and supervisory skills.

•    Thorough understanding of ambulatory care nursing and telephone triage.

•    Knowledge of chronic disease management and population health strategies.

•    Excellent communication, coaching, and conflict resolution skills.

•    Ability to prioritize multiple demands in a fast-paced environment.

•    Proficiency with EHR systems and clinical documentation.

•    Strong critical thinking and clinical decision-making abilities.

•    Knowledge of quality measures, care gap management, and patient-centered medical home principles.

•    Positive attitude; engaged, accountable, professional, and collaborative.

Physical demands & work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

•    Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, talk, and hear. Employees must occasionally lift and/; or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

•    Mental Demands: Stressful due to time constraints and multiple tasks/procedures occurring at the same time. 

•    Work environment: The noise level in the work environment is usually moderate.

•    Manual Dexterity Required: Must be able to manipulate small electronic parts and controls.

Compliance Provision:

•    This position requires compliance with the Health Center’s written standards, including its Standards of Conduct and policies and procedures (“Written Standards”). Such compliance will be an element considered as part of the employee’s regular performance evaluation. 

•    Failure to comply with Health Center’s Written Standards, which may include the failure to report any conduct or event that potentially violates legal or compliance requirements or Health Center’s Written Standards, will be met by the enforcement of disciplinary action, up to and including possible termination, in accordance with Health Center’s Compliance Program Policy and Procedure: Addressing Instances of Non-Compliance Through Appropriate Disciplinary Actions.

Americans with Disabilities Act Statement:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case-by-case basis.

General sign-off: The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies.

I have read and understand this explanation and job description.

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