Hello,
Our telephone triage nurses and our MPAR (medication refills and prior auth) teams have a WFH, on site or hybrid option. Those that want to WFH or work hybrid, need to work on site until they demonstrate they meet/exceed our communicated productivity and quality metrics. All team members regardless of where they work, receive their personal metrics every 2 weeks from the supervisors and/or Quality Coordinator. The Quality Coordinator performs audit reviews of recorded calls and scores them on the embedded evaluation tool in the software as well as reviews the corresponding documentation in the patient's EMR chart to ensure triage protocols/dispositions/education/handling of the request were done correctly.
Our team members work a variety of shifts depending on their FTE. Some work 8 hours, 10 hours but very rarely 12 hours as we see a sharp decline in productivity, quality and stamina the longer someone works. I would say the four 10-hr shifts are the most common.
------------------------------
Heather Dallaglio, MSN, NE-BC, RN
Clinical Nurse Practice Specialist
Endeavor Health, Medical Group
4201 Winfield Rd., Warrenville, IL 60555
Ph: 331-221-9780
------------------------------