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Shift Leader, Health Link BC
2 months ago
Job Summary
The Shift Leader, Clinical Operations is responsible for providing contact centre, clinical and operational supervision in real time to Registered Nurses 24/7/365. This role requires a critical thinking approach to lead and coordinate the timely delivery of service, making day-to-day operational staffing decisions and implementing appropriate actions to ensure service goals are achieved and standards of care are maintained.
Key Responsibilities
- Utilize a critical thinking approach to lead and coordinate the timely delivery of service, performing duties such as coordinating and adjusting work assignments, establishing priorities and facilitating workplace solutions, and assisting staff with problem solving to improve caller outcomes and resolve care needs.
- Make day-to-day operational staffing decisions and implement appropriate actions, based on call flows, staffing levels and in collaboration with the Workforce Management team and Manager; ensure service goals are achieved and standards of care are maintained.
- Support the effective and appropriate delivery of service by responding to questions related to clinical practice, location of information, or business process/procedures.
- Provide nurses with real-time and post-call coaching, evaluation and feedback that supports individual development, clinical practice and continued education on operational practice and processes, and completion of necessary associated documentation. Evaluation is focused on continuous improvement and a positive patient-centered experience.
- Provide escalation support, direction, and/or leadership for real-time events within the program such as workplace safety and technical downtimes; including issue management, communication, reporting, and documentation.
- Act as a second-tier escalation support for patients and families who have concerns or questions regarding their care. Participate in or lead the investigation of complaints by patients/families; follows up on complaints, including documentation as per policy; implement corrective action as appropriate.
Requirements
- Graduation from an approved School of Nursing with current practicing registration as an Registered Nurse with the British Columbia College of Nurses & Midwives (BCCNM).
- Minimum five (5) years recent relevant clinical nursing experience in acute care, community health, public health or continuing care.
- Minimum of one (1) year's recent, related experience in a formal supervisory/leadership role or an equivalent combination of education, training, and experience.
- Proficiency in computers, including client information system software, word-processing, spreadsheet, internet and email; keyboarding at minimum 30 words per minute.
Preferred Qualifications
- Provide leadership and collaborate effectively with patients, staff and management.
- Prioritize multiple demands in a fast-paced environment.
- Think analytically and critically with the ability to adapt to new or unexpected events.
- Evaluate the quality of patient care and ensure maintenance of standards for nursing practice.
- Take initiative to facilitate and manage change.
- Communicate efficiently and effectively, both verbally and in writing.
- Role model, coach and mentor best practices; monitoring, assessing and addressing performance issues based on professional standards of practice.
- Support and mentor staff during conflict situations and promote a positive working environment.
- Establish and maintain effective working relationships.
- Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and other related reports.
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
- Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).
About PHSA
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too – offering health, wellness, development programs to support you – at work and at home.
What We Offer
- Join one of BC's largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accruement.
- PHSA is a remote work-friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.
