Come be a part of the VISN 8 Clinical Contact Center (CCC)-the first of its kind in VA providing Veterans 24/7/365 access to virtual care and services! Our Best Place to Work score of 89% on the 2023 All Employee Survey demonstrates a commitment to employees, teamwork, and development in a flexible work environment where each individual is recognized for their talents. Most of our employees telework and we have built a supportive culture of engagement across the miles.

Duties

The VISN 8 Clinical Contact Center Telcare Nurse Supervisor is responsible for managing professional nursing staff in off tours on weekends, holidays, evenings and nights (WHEN) hours in the Telcare product line. The Nurse Supervisor demonstrates expertise in clinical triage utilizing approved algorithm software. MAJOR DUTIES/RESPONSIBLITIES: 1. Manages resources for the utilization of staff, supplies, and equipment to facilitate safe, effective and efficient telephone care. 2. Functions in an administrative capacity concerning nursing practice issues, collaborating with other service lines within and outside of the Virtual Medical Center in providing patient centered care. 3. Provides leadership and guidance in the application of the nursing process to client care, organizational processes, systems and improving outcomes for the VISN 8 Clinical Contact Center. 4. Provides oversite of the successful coordination of nursing Telcare staff with Licensed Independent Practitioners 5. Fosters the practice of nursing triage by using sound clinical judgment, patient teaching activities, addressing ethical issues that impact clients and staff. 6. Demonstrates skill and leadership in mentoring of nursing staff. 7. Conducts ethical training and consultations. 8. Functions as the first-level supervisor with authority, responsibility, and accountability for nursing care for the WHEN (weekend, holiday, evening, night) hours. Verifies attendance and assures that the employee submitted appropriate leave requests. 9. Collaborates with the Nurse Manager in a seamless transition of leadership, education and resource allocation for optimal 24/7 operation. 10. Fosters the development of nursing personnel to provide timely nursing care which complies with generally accepted standards of clinical practice. 11. Oversees the training needs of staff. Collaborates with others in the development and delivery of training programs. 12. Ensures that quality care is provided in an efficient and safe manner, consistent with Telcare standards of care. 13. Uses computerized program analytics to evaluate call management. 14. Directs practice according to established policies, standards of care, and standards of practice. 15. Responsible to ensure that nursing practice and operations are compliant with all applicable local, VISN, or national standards, policies, statutes and regulations. 16. Allocates resources as necessary during the non-administrative tours of duty due to tour-to-tour unplanned leave or a change in call volume. 17. Plays a key role in the ongoing systematic evaluation and improvement of the quality and effectiveness of nursing care and services provided as they affect patient outcomes. 18. Participates in interdisciplinary projects to improve organizational performance. 19. Responsible for identifies and troubleshoots Information Technology and telephone issues impacting clinical triage. 20. Plans work to be accomplished by subordinates; sets and adjusts short-term priorities; and prepares time schedules for completion of work. Coordinates assignments to maximize utilization of staff to meet call needs. 21. Effects minor disciplinary measures, such as warnings, recommending action in the most serious cases to the Chief Nurse. 22. Gives advice and instruction to employees regarding work and administrative matters. 23. May be assigned other duties based upon the needs of the program. VA offers a comprehensive total rewards package: VA Nurse Total Rewards Pay: Competitive salary, regular salary increases, potential for performance awards Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Licensure: 1 full and unrestricted license from any US State or territory Work Schedule: Day shift hours in the Telcare product line Telework: Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. In accordance with 38 U.S.C. 7402(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Graduate of a school of professional nursing approved by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE). The approving official may authorize a waiver of the requirement for ACEN or CCNE accreditation of any degree in nursing provided the college or university has regional accreditation from an accrediting body recognized by the Department of Education at the time of the candidate's graduation and the composite qualifications of the applicant warrant such consideration. In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (Reference VA Handbook 5005, Appendix G6) OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing. Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. Preferred Experience: 2 years of leadership experience preferred; 2 years of successful Clinical Contact Center experience; 5-10 years of RN experience Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade: Nurse I Level I - An Associate Degree (ADN) or Diploma in Nursing, with no additional nursing practice/experience required. Nurse I Level II - An ADN or Diploma in Nursing and approximately 1 year of nursing practice/experience; OR an ADN or Diploma in Nursing and a bachelor's degree in a related field with no additional nursing practice/experience; OR a Bachelor's of Science in Nursing (BSN) with no additional nursing practice/experience. Nurse I Level III - An ADN or Diploma in Nursing and approximately 2-3 years of nursing practice/experience; OR an ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 1-2 years of nursing practice/experience; OR a BSN with approximately 1-2 years of nursing practice/experience; OR a Master's degree in nursing (MSN) or related field with a BSN and no additional nursing practice/experience. Nurse II - A BSN with approximately 2-3 years of nursing practice/experience; OR ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 2-3 years of nursing practice/experience; OR a Master's degree in nursing or related field with a BSN and approximately 1-2 years of nursing practice/experience; OR a Doctoral degree in nursing or meets basic requirements for appointment and has doctoral degree in a related field with no additional nursing practice/experience required. Nurse III - Master's degree in nursing or related field with BSN and approximately 2-3 years of nursing practice/experience; OR a Doctoral degree and approximately 2-3 years of nursing practice/experience. Note regarding MSN degrees: If your MSN was obtained via a Bridge Program that qualifies for professional nursing registration, a BSN is not required. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued, standing and sitting. The Nurse must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete any applicable annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment. The Nurse who provides care in other off-site locations may be required to drive and/or ride in GSA-vehicles.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Olga Correa-Seda
• Phone: 727-317-8941
• Email: [email protected]