Job Description

Medcor is looking to hire a Full-Time Triage Team Lead to be part of the Injury Triage Operations umbrella This position would work from home. Work hours will be 6 a.m.- 2 p.m.

The primary responsibility of the Triage Team Lead is to effectively support and develop an assigned team of advocates who process triage calls. The Triage Team Lead works with Leadership to complete the following for their assigned team in order to promote staff development: Perform regular quality assurance in the form of call processing audits or assigned quality projects, conduct routine team and individual meetings to ensure advocates are well supported, assist with compiling and/or delivering annual appraisals, serve as a dedicated resource for live call processing and technical support, and assist with internal or client requested call investigations. The Triage Team Lead is a member of a small team and shall share assigned tasks with other Team Leads, including required call processing time to remain knowledgeable in current call processing procedures

A typical day in the life of a Triage Team Lead

• Serve as a designated mentor and resource to effectively support and develop assigned team of Triage advocates through a variety of mediums to increase their call processing knowledge and skills
  • Perform ongoing consistent quality assurance in the form of call processing audits or assigned projects, in order to establish advocate strengths and identify opportunities for improvement
  • Conduct routine team and individual meetings to ensure advocates are well supported
  • Convey needs of Triage advocates to Training and Leadership
  • Assist with compiling and/or delivering annual appraisals for assigned team members
  • Assist Training and Leadership teams with providing effective and purposeful performance coaching
• Provide live support for Triage advocates within the standard operating guidelines, to include:
  • Field live call processing questions
  • Act as point of contact and liaison for technical concerns
  • Work with adjacent departments to ensure report completion
  • Process advocate call offs, handle break management, and communicate attendance issues that arise as assigned by Workforce Management/Leadership
• Function as a back-up Preceptor for new Triage advocates when needed
• Complete required call processing hours as assigned in order to remain knowledgeable in current call processing procedures and trends
• Assist with escalation of internal and external call processing concerns raised by Triage advocates and clients
• Analyzes and maintains documentation to support call center goals and success of assigned team
• Work with other departments to maintain consistency in processes and procedures
• Attend meetings at the request of the leadership or other departments
• All other tasks or duties as assigned

You Must

• Possess a valid Registered Nurse license in at least one U.S. state at time of hire
• Have a current CPR/BLS certification
• Have a minimum of one-year experience in Medcor’s call center environment
• Have direct experience as a Medcor Triage Nurse to be able to provide training or support in AFKAM and call processes
• Be in good standing with current position (no current written disciplinary action)
• Be proficient with Microsoft Office Suite (Outlook, Word, Excel) and/or Libre products, along with Medcor, Inc. proprietary software
• Have excellent English communication skills (verbal, written and interpersonal)
• Work well with others and be a team player
• Be detail oriented and able to effectively multitask
• Be a positive role model (i.e. professional attitude toward Medcor Triage clients, co-workers and managers)
• Possess excellent time management skills with ability to independently prioritize and ensure completion of scheduled duties without compromising quality
• Possess tact, discretion and good judgment. Must be able to learn quickly and problem-solve independently
• Be able to read, interpret and apply triage question rationales to provide recommendations that help injured employees and their supervisors decide what to do at the end of an injury triage call
• Be able to effectively present information in lay language and respond to questions from injured employees and managers, clients, or customers
• Be comfortable in a call center environment

It’s a Plus If

• You have previous Leadership or precepting experience

Benefits
We don’t just advocate for our clients and our patients; we also advocate for ourselves. Our benefits include paid time off, health and dental insurance, 401K with match, education reimbursement, and more. To learn more about Medcor’s Culture click here

Medcor Philosophy

Medcor embraces a set of simple, interconnected practices that everyone can tailor to their own life and work. To preserve our pioneering, entrepreneurial spirit, we impart our values through the ongoing Better@Medcor campaign: encouraging our advocates to make a conscious choice to practice our values, to celebrate and recognize each other via our peer recognition program, and to support one another during tough times.

Medcor is a tobacco free and smoke free workplace!

EOE/M/F/Vet/Disability

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.