Team Lead RN-System Operations Center

Job Description

Description

This position is a Team Lead RN for the System Operations Center located in Shaker Heights, OH (not remote).

Position Summary/Essential Duties:

Provides virtual clinical care to patients within the recognized scope of practice for the profession and professional licensure requirements

Provides clinical triage and clinical support using established protocols during in-bound and out-bound telephone communication with patients, family, caregivers and other members of the healthcare team

Assists in coordination of incoming patient transfer requests with receiving facility and physicians

Demonstrates technical skills in care delivery that result in safe practice and positive care outcomes

Possess and obtain working knowledge of external and inter-facility protocols and standards of practice

Demonstrates clear communication and effective collaboration to optimize patient care and clinical operations

Delivering exceptional customer service while facilitating communication across multiple disciplines

Work with all System Operations Center (SOC) staff in a team orientated, collaborative approach

Responsible for promoting a Best Place to Work Culture and positive and professional work environment

Actively participates in the development and implementation of performance/quality improvement

Other duties as assigned

A Brief Overview

Provides safe efficient age specific nursing care to patients/families using the nursing process in order to assist them to attain, maintain, regain, and sustain optimal health status.

What You Will Do

• Implements the nursing process by delivering effective relationship based nursing care.
• Demonstrates technical skills in care delivery that result in safe practice and positive care outcomes.
• Demonstrates clear communication and effective collaboration to optimize patient care and clinical operations.
• Develops self and contributes to the professional practice of nursing.
• Displays leadership that influences optimal clinical and operational outcomes.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications

Experience & Knowledge:

One year of RN experience required

Preferred Qualifications:

• 3–5+ years of recent acute care nursing experience, preferably in ICU, step-down, ED, or other high‑acuity settings
• Demonstrated experience in care coordination, patient throughput, or system operations
• Proficiency with electronic health records (EHRs)—Epic preferred
• Comfortable with triage protocols, escalation pathways, and systemwide communication workflows
• Experience supporting or working in virtual care environments, centralized operations centers, bed management, command centers, or telemonitoring
• Strong skills in clinical decision-making and rapid prioritization across multiple patient scenarios

Education

• Other Accredited Program: Diploma in Nursing or
• (ADN) Associate's Degree in Nursing (Required)
• (BSN) Bachelor's Degree in Nursing (Preferred)
• (MN) Master in Nursing (Preferred)

Knowledge, Skills, & Abilities

• Knowledge of nursing process and practice. (Required proficiency)
• Uses a wide variety of technical equipment to meet patient needs and prescribed clinical therapies (ie. stethoscopes, thermometers, sphygmomanometers and electronic monitoring devices. (Required proficiency)

Licenses and Certifications

• Registered Nurse (RN), Ohio and/or Multi State Compact License (Required Upon Hire) and
• Basic Life Support (BLS) (Required Upon Hire)
• Advanced Cardiac Life Support (ACLS) May be required based on the clinical care standards of the unit. Refer to ACLS/PALS Unit Requirements document found on DWP Nursing Portal to determine requirements by unit.
• Pediatric Advanced Life Support (PALS) May be required based on the clinical care standards of the unit. Refer to ACLS/PALS Unit Requirements document found on DWP Nursing Portal to determine requirements by unit.

Physical Demands

• Standing Frequently
• Walking Frequently
• Sitting Rarely
• Lifting Frequently up to 50 lbs
• Carrying Frequently up to 50 lbs
• Pushing Frequently up to 50 lbs
• Pulling Frequently up to 50 lbs
• Climbing Occasionally up to 50 lbs
• Balancing Occasionally
• Stooping Frequently
• Kneeling Frequently
• Crouching Frequently
• Crawling Occasionally
• Reaching Frequently
• Handling Frequently
• Grasping Frequently
• Feeling Constantly
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Constantly
• Eye/Hand/Foot Coordination Constantly

Travel Requirements

• 10%