Access Team Lead

Description

Access Team Lead

Location: Nashville, TN

Status: Full Time

Hours: 8:00 AM - 5:00 PM, some weekends if necessary

SUMMARY

The Team Lead of the Access Center is a supportive leadership role for the support and oversight of day-to-day 

supervision/needs, quality assurance, and professional development of the teams associated with the Access 

Center. This position leverages a Registered Nurse (RN) background with specialized expertise in education and 

training to ensure that protocols and clinical standards are consistently met. The Team Lead works in close 

collaboration with and reports to the Director of Access to support seamless operations and high quality across 

the Access Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

I. Quality & Oversight

•  Quality Assurance: Conduct regular chart reviews and call audits to ensure all triage nurses adhere strictly to established clinical guidelines, protocols, and regulatory requirements (e.g., HIPAA, state nursing practice acts).
•  Documentation Integrity: Ensure all patient interactions and clinical decisions are accurately, timely, and thoroughly documented in the Electronic Medical Record (EMR).
•  Protocol Development: Participate in the review and updating of triage protocols, standing orders, and decision-making tools in partnership with medical leadership.

II. Training, Education, and Development

•  Onboarding & Training: Collaborate in designing, implement, and leading comprehensive orientation and training programs for  new staff associated with the Access Center.
•  Continuing Education: Develop and deliver ongoing educational modules and workshops to address performance gaps, introduce new clinical guidelines, and support maintaining staff competency.
•  Mentorship: Serve as a resource and mentor, providing real-time coaching and support to staff handling complex or sensitive patient calls.

III. Operational Management & Performance Monitoring

•  Performance Monitoring: Track and analyze key performance indicators (KPIs) related to triage efficiency, call handling times, accuracy rates, and patient satisfaction.
•  Staff Scheduling & Supervision: Assist the Director with daily workflow planning, scheduling, and direct supervision to ensure adequate coverage for all operational hours.
•  Issue Resolution: Act as the first point of escalation for complex clinical or operational issues and conflicts within the team.

IV. Inter-Departmental Collaboration

•  Operational Support: Work closely with the Director of Access to align the teams’ activities with overall goals for intake and admissions flow impacting the Access center’s performance and functions. 
•  Process Improvement: Identify and champion opportunities for process improvement and efficiency gains across the entire patient access workflow, ensuring integration between triage, scheduling, and admissions.

Skills and Competencies

•  Exceptional leadership, coaching, and motivational skills.
•  Demonstrated ability to assess performance and implement effective training interventions.
•  Strong problem-solving skills. 
•  Ability to thrive in an ever-changing environment.
•  Can easily adapt to changes in volume and workflow. 
•  Strong knowledge of regulatory standards, including TN nursing practice standards.
•  Excellent verbal and written communication skills, particularly for remote patient interactions and both remote and in-person education with staff.
•  Proficiency with EMR systems, various communication tools, and quality assurance monitoring software.

Requirements

EDUCATION and/or EXPERIENCE

A Bachelor's of Science in Nursing (BSN) strongly preferred. Minimum of 3-5 years of clinical nursing experience required, with previous experience in triage, telephone nursing, or a high-volume clinical call center environment strongly preferred. Documented experience or specific training in education, staff training, instructional design, or clinical preceptorship is strongly preferred. 

CERTIFICATES, LICENSES, REGISTRATIONS

Current and unrestricted TN RN License. If required to drive to carry out the duties of this position: current driver's license and automobile insurance as required by Tennessee State Law.