Manager - Clinical Manager, Health Link

The Clinical Manager is accountable for day-to-day contact centre operations and supports 24/7 delivery of the Health Link teletriage and Health Information service and all program areas after business hours including Information and Referral. Reporting to the Program Manager, this position is required to have expertise in the infrastructure at Health Link including telephony and computer software and all business processes and services across the province to ensure seamless referral of callers. This position plays a key role in communicating with appropriate internal contacts regarding technical or staffing issues that arise in the contact centre, and externally with provincial programs and site contacts related to health information updates, referral process changes and emerging public health or other issues. This position ensures that any information required by contact centre staff in the performance of their jobs is accurate, current and made accessible to them in a timely manner. A key focus of this position is on maintaining clinical expertise within the team of teletriage nurses, who provide health advice and information through coaching and quality assurance to support safe delivery of care. This position will be part of Primary Care Alberta effective November 18, 2024. By applying on this posting, if you are the successful candidate, you agree to and will become an employee of Primary Care Alberta.

The Clinical Manager is accountable for day-to-day contact centre operations and supports 24/7 delivery of the Health Link teletriage and Health Information service and all program areas after business hours including Information and Referral. Reporting to the Program Manager, this position is required to have expertise in the infrastructure at Health Link including telephony and computer software and all business processes and services across the province to ensure seamless referral of callers. This position plays a key role in communicating with appropriate internal contacts regarding technical or staffing issues that arise in the contact centre, and externally with provincial programs and site contacts related to health information updates, referral process changes and emerging public health or other issues. This position ensures that any information required by contact centre staff in the performance of their jobs is accurate, current and made accessible to them in a timely manner. A key focus of this position is on maintaining clinical expertise within the team of teletriage nurses, who provide health advice and information through coaching and quality assurance to support safe delivery of care.

3 to 5 years proven leadership experience, Current CRNA registration, Experience in recruitment and performance management, Contact Centre experience.

Competent in assessment and application of nursing teletriage principles, Ability to scan internal and external environments, analyze trends, identify issues and opportunities, Decision making and critical thinking; ability to render judgment and take action, Negotiation and conflict resolution; ability to explore alternatives, resolve conflicts and reach successful outcomes, Results orientated management skills, Strong organizational skills, ability to use resources effectively, Strong interpersonal skills including verbal and written communication, Ability to partner effectively with diverse groups. Proficient computer user.

Baccalaureate Nursing Degree preferred.