RMA of New Jersey, one of the top fertility practices in the RMA Network is currently seeking a Call Center Manager-Triage RN for our Basking Ridge, NJ location. This is a full-time position Monday -Friday 9:30am - 5:30pm.
Job Purpose: The Call Center Triage RN plays a critical role in providing immediate clinical assessment and triage of patient concerns. This position supports the Call Center, evaluating urgent patient calls, assessing symptoms, prioritizing care needs, and coordinating appropriate interventions. The Triage RN collaborates with interdisciplinary teams, including physicians, embryology, surgical schedulers, REI coordinators and nursing staff to ensure timely and appropriate interventions.
Essential Functions and Accountabilities:
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Uses clinical judgement and works autonomously to triage patients based on the urgency and complexity of their condition
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Provide prompt telephone triage for urgent patient concerns, including but not limited to complications from IVF cycles, medication reactions, and early pregnancy symptoms.
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Assess patient symptoms using clinical judgment and standardized triage protocols; escalate concerns as necessary to physicians or advanced practice providers.
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Document all triage encounters accurately and in real time within the electronic medical record (EMR).
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Provide clear, compassionate, and clinically appropriate guidance to patients regarding symptoms, cycle protocols, medication use, follow-up care, and when to seek emergency services.
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Maintain current knowledge of fertility treatments, cycle protocols, medications, and potential complications.
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Hires, onboards and trains contact center personnel.
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Oversees daily operations of the team and escalates concerns to Director, RMA Leadership Team appropriately. Prepares operational reports and statistical data for contact center to monitor effectiveness and service delivery.
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Compiles, analyzes and provides contact center operations reports on a regular basis. Monitors quality of calls and proactively communicates trends to leadership and strategically uses trends to guide and modify operations.
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Monitors call volume and related activities on a daily basis; provides management with periodic reports to facilitate staffing/process decisions.
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Evaluates staff effectiveness and performance on a monthly, annually or on an at-need basis. Ensures all KPI’s are met as assigned by RMA Leadership.
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Evaluates adherence to policies and procedures. Conducts performance and disciplinary counseling when appropriate.
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Develops monthly, quarterly and annual contact center goals and action plans. Establishes contact center goals and objectives for the group. Accesses, prepares and implements workflow procedures as needing pending approval from RMA Leadership.
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Maintains exceptional “First Call Resolution” metrics in conjunction w/ low “Transfer” rate.
Supervisor Responsibilities:
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Ensure that the people on the team have the necessary training for the proper performance of their position and take care to promote their development.
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Organization of people (timetable/shifts/holidays) to ensure that the activity is carried out properly.
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Transmit the company's policies (health and safety, labor legislation, working time control, training, etc.) and ensure compliance with them.
Academic Training:
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Active RN license without limitations - required
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Studies level: License
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Studies area: Nursing
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BSN Degree—highly preferred
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Studies level: University Education (Bachelor's Degree)
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Studies area: Nursing
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BCLS and/or ACLS and/or IV certification – preferred
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Studies level: Certification
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Studies area: BCLS/ACLS
Position Requirements/Experience:
Technical Skills:
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Proficient with basic computer software and phone system
IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week.
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Medical, Dental, Vision Insurance Options
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Retirement 401K Plan
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Paid Time Off & Paid Holidays
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Company Paid: Life Insurance & Long-Term Disability & AD&D
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Flexible Spending Accounts
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Employee Assistance Program
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Tuition Reimbursement
About IVIRMA Global:
IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA Global, is a renowned leader in fertility research and science. Check out our websites at: https://rmanetwork.com/ & https://www.ivirma.com/
EEO
“IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages.”
