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Shift Leader, Health Link BC
2 months ago
About the Role:
We are seeking a highly skilled and experienced Shift Leader to join our team at Health Link BC. As a Shift Leader, you will be responsible for providing contact centre, clinical and operational supervision in real-time to Registered Nurses 24/7/365.
Key Responsibilities:
- Utilize a critical thinking approach to lead and coordinate the timely delivery of service by 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.
- 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.
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.
About Us:
Health Link BC operates as a branch of the Primary Care Division with the Ministry of Health. We provide non-emergency health information, health advice, and assistance in navigating the provincial healthcare system. Our team is composed of a multidisciplinary team of dietitians, qualified exercise professionals, health service navigators, pharmacists, and registered nurses that deliver health information via telephone and web.
We are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background, and experience, and value a safe, inclusive, and welcoming environment.
We are committed to reconciliation and are working towards creating opportunities that implement the Truth and Reconciliation Commission Mandate.
