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Denver Health RN Charge Nurse - Drug Information in Denver, Colorado

Job Summary This position will play a key role in recognizing, communicating, and escalating client and customer inquiries or concerns and will be qualified and trained to handle unsolicited requests for information (received by phone, email, letter) including medical or product related questions, adverse events, product quality complaints, and service information from patients/consumers and healthcare professionals as appropriate. Under general supervision, this position will assist with creating a technical team and assist with leading the day-to-day operations of this team comprised of technical and administrative professionals in the contact center while coaching/training peers. This is a key position and will interact cross-functionally with various groups inside and outside of the organization, including clients, patients, technical staff, peers, supervisors, managers, and directors. Ability to work with changing priorities based on the needs of the department and customers, while maintaining excellent customer support

Minimum Qualifications Education: Completion of a nursing education program that satisfies licensing requirements of the Colorado State Board of Nursing for Registered Nurses. BSN preferred. Experience: Typically two years of professional nursing, in conjunction with two years of supervisory and/or leadership experience, preferably in a contact center environment, or customer service orientated position. Knowledge, Skills & Abilities: Call/Contact Center experience required. Knowledge of techniques, methods and competencies of nursing practice. Supervisory experience with excellent interpersonal, communication, and organizational skills. Proven experience supervising, coaching, and/or training peers or direct reports. Ability to act as a single point of contact and immediately and independently address issues/problems as they occur with callers and staff, escalating appropriately and to work cross-functionally with other teams across the organization. Ability to handle potentially difficult situations and customers with successful outcomes. Ability to contribute to the development of technical staff by identifying learning needs, and assisting with those needs. Ability to ensure continuity of program by planning staff assignments, providing technical consumer care and evaluating outcomes. Must have world class customer service skills and a passion for providing exceptional customer support. Proficient in Microsoft Office; i.e., Word, Excel, Outlook and PowerPoint. Knowledge in call center telephony and other applications is desirable. Outstanding technical skills. Ability to learn and navigate new software quickly. Must possess a professional and friendly attitude and be able to quickly develop a rapport with callers over the phone.

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver’s 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.

As Colorado’s primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.

Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

“Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Facility: 1391 Speer Blvd

Area of Interest: Nursing

Shift Type: Varies

Requisition ID: 52884

Employment Type: Full-Time

Minimum: $30.66

Experience Required: 1 - 3 Years

Mid-point: $39.38

Education Required: Associates Degree

Maximum: $48.09

Certification/Licensure/Registrations Required: CO RN