Manager, Clinical Nurse Hotline

 Requisition ID: 6389

 

Job Title: Manager, Clinical Nurse Hotline

 

Job Country: United States (US)

 

Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

 

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future. 

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter. We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.

 

 

Summary

Utilize nursing skills, product technical knowledge, communication skills and business expertise to provide external Customer end-users (Customers) with gentle and caring, effective product quality and technical support for assigned product areas. To meet Customer Care, Sales and Quality team requirements for product information and services, while strengthening Avanos’s brand image and customer relationships. The Product Quality Specialist is viewed as the subject matter expert on the Avanos products and solutions that they support.

 

Responsibilites

The incumbent reports to the Chief Medical Officer or a Global Clinical Affairs (GCA) leader. The Clinical Nurse Hotline Team is here to assist Customers and Sales team members to find positive solutions to technical issues in a gentle and caring way. If those issues are not able to be resolved over the phone, a complaint is filed if the problem is related to the device, and the patient is referred back to the doctor who placed the catheter if medical advice is needed.

 

Job Position Accountabilities / Expectations

1.    Offering engaging, warm, supportive and gentle care to our Avanos end-users (Customers) who are usually experiencing one of the most difficult periods in their lives during each interaction. Representing Avanos as the kind and caring company that we are. 
2.    Expediting return calls to Customers while providing the training and education needed, as well as gathering data to complete the call. Assessing all events for potential reportability status and escalating such events to the Health Authority Reporting Team (Partners in Quality (PIQ)) as required.
3.    Continuously striving to be the best at providing quality information about product attributes, materials, composition and usage, to healthcare Customers and internal groups, at a level requiring a nursing degree.
4.    Providing Clinical Nurse Hotline system support and training, for all team members as the established expert and go-to individual.
5.    Managing, supporting and training Contractor Nurses for after hours services to Customers.
6.    Recording contact information and support provided; and maintaining accurate and complete records that meet internal Avanos requirements and satisfy local, domestic and international regulatory and government requirements. This includes establishing and maintaining the required internal controls to ensure that all Customer health information is protected per HIPAA (45 CFR Parts 160 and 164), and the Confidentiality of Alcohol and Drug Abuse Patient Records (42 CFR Part 2). Making recommendations to needed changes in process and procedure to ensure ongoing compliance with corporate, local, state, federal and international requirements.
7.    Providing recommendations for system enhancements and participation in all testing aspects of the Clinical Nurse Hotline system.
8.    Effectively managing a central repository of product and technical information ensuring accuracy and timeliness. Conducting periodic reviews of technical data and providing recommendations on site improvements.
9.    Conducting trend analysis to identify future issues and or to dimension the risk / impact of current issues.
10.    Communicating details of trend analysis and making recommendations to the appropriate levels within the Sector.
11.    Performing random audits to assess quality of work performed in support of the Clinical Nurse Hotline function, and effectively communicating findings and suggestions for corrective and preventative actions (CAPA) via GCA Leadership and PIQ as needed.

 

Leadership Behaviors

 

1.    Demonstrate leadership and initiative to cause positive change that will result in overall improved effectiveness, quality, and productivity within the business.
2.    Facilitate understanding and interpretation of key customer requirements for assigned responsibilities.
3.    Establish and maintain the required internal controls to assure compliance with all Federal, State and Avanos regulations, including that all Customer health information be protected by HIPAA (45 CFR Parts 160 and 164), and the Confidentiality of Alcohol and Drug Abuse Patient Records (42 CFR Part 2).
4.    Manage, support and train Nurse Contractors for after-hours support of Nurse Hotline.
5.    Actively seek and positively respond to performance and personal development feedback.
6.    Communicate fully with superiors, subordinates and others who have a need to know.    
7.    Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
 

Required Qualifications:

1.    At least 5 or more years nursing or clinical experience required
2.    Excellent "bedside manner" and communication skills (interpersonal, business writing, presentations) required
3.    Nursing certification / license required
4.    Proficient in Microsoft Office applications
5.    Demonstrated success in fast paced, multi-tasking environment

 

Preferred Qualifications: 

1.    Working knowledge of Medical Devices, especially for Acute and Chronic Pain (On-Q*, AmbIT*, and Game Ready*), and Digestive Health
2.    EtQ systems experience preferred
3.    Undergraduate degree required, BSN preferred
 

Examples of what the Clinical Nurse Hotline CAN do:
1.    Use clinical knowledge and expertise to troubleshoot calls for On-Q, AmbIT, and Game Ready
2.    Assist caller with catheter removal of a pump with a physician order
3.    Answer questions regarding pump usage and applications
4.    Follow-up with patient as needed if patient calls into the hotline and additional information is needed for a complaint
5.    Contact Sales rep with information on call as needed
6.    File the details of the call in Salesforce and close out the file expeditiously, so that the Sales rep receives the information
7.    File complaints with PIQ for calls that fall into complaint category
8.    Refer patient to physician when issue cannot be resolved or if calls are not related to our products
9.    Refer patient to physician for orders regarding their discharge instructions; and clarify instructions with them
10.    Walk nurses or doctors through programming and resetting AmbIT pumps 
11.    Walk patients through adjusting the SAF (Select-A-Flow) setting on the Elastomeric pump with a doctor’s order

 

Examples of what the Clinical Nurse Hotline canNOT do:

1.    Provide medical follow-up with any patient
2.    Provide outside of scope resolutions for issues including medical advice, diagnosing or prescribing treatments 
3.    Report directly to physicians for patient issues
4.    Provide facility / physician related documents to patients 
5.    Override any physician order
6.    Assisting patients with adjusting AmbIT pump rates even if they have a doctor's order 
7.    Give PHI (Protected Health Information) to a Sales rep
 

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, please apply here .

Join us at Avanos
Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count
Our commitment to improving the health and wellbeing of others begins with our employees – through a comprehensive and competitive range of benefits. We provide more than just a salary – our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

free onsite gym | benefits on day 1 | HQ region voted ‘best place to live’ by USA Today