Line Supervisor - Information & Referral Center
Department Information and Referral
Contact Wood, Brent A.
Location Onalaska
Schedule/Shift 8 Hour Shift, Days, PM, Rotate
Benefit Eligible Yes
Temporary Position No

Additional Job Details

This is a Great Rivers 2-1-1 position, and will have approximately 10 direct reports.

Position Summary



Supervise, evaluate, train and support all Information and Referral Line Specialists who provide telephone assistance (Information and Referral and Crisis Line services) to the public, community professionals and Gundersen Health System staff including Great Rivers 2-1-1, any specialized lines and after hours contracts. Oversee the use of technology and software  in delivering these services and meeting reporting requirements; participate in promotional efforts, community representation  and all other appropriate and related agency activities and services.  


Strategic Relevance -- Summary

To advance its position as an innovator and leading health care system, Gundersen Health System (GHS) must continue to demonstrate superior outcomes, provide seamless delivery of care, and ensure competitive cost structures. It must also stay at the cutting edge of emerging technologies and new delivery models that will transform healthcare. The System must anticipate and respond effectively to evolving market and environmental trends, (e.g., shifts in payment models, value based purchasing, transparency of outcomes and information technology) that will impact the delivery of health care services.

The Supervisor is responsible for understanding the impact of these forces and trends. The Supervisor collaborates with others to achieve GHS’ strategic mission and goals by being a guide at the side, managing daily operations of their AOR (area-of-responsibility) and are expected to: 1) demonstrate superior quality and safety through the eyes of patients and caregivers; 2) demonstrate superior service through the eyes of patients and colleagues; 3) attract, develop and retain a talented and engaged workforce; 4) demonstrate affordability of care; and 5) achieve programmatic growth. The Supervisor supports the transition of System strategy into staff commitment, action, and accomplishment in their AOR.

Position Duties and Responsibilities
The Supervisor is specifically responsible for:
1.0 Organizational Strategy and Implementation - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans.
2.0 Fiscal Management - Effectively using established processes to ensure accountability for effective operations and resource management.
3.0 Human Resource Management - Effectively using established processes to: select, align, engage, develop, manage, and retain a team of highly skilled staff.
4.0 Excellence in Service and Clinical Quality: Achieving seamless delivery of quality patient care and safety, excellence in patient experience and customer service. - Achieving seamless delivery of quality patient care and safety, excellence in patient experience and customer service.
5.0 Organizational Leadership: Providing leadership and accomplishing objectives by supporting the integration of processes and initiatives while modeling collaboration. - Providing leadership and accomplishing objectives by supporting the integration of processes and initiatives while modeling collaboration.

Key Accountabilities
1.0 Organizational Strategy and Implementation
1.1 Collaborates with Team leadership to understand external market financial, economic, and industry data, identifying market opportunities and threats.
1.2 Collaborates to ensure that resources are prioritized, in place, and used to achieve objectives.
1.3 Makes recommendations for key process improvements, leading to elimination of variability in cost and quality.
2.0 Fiscal Management
2.1 Manages AOR to meet fiscal targets.
2.2 Evaluates AOR for potential cost-effective change and manages the implementation of approved changes.
2.3 Ensures staff compliance with financial decisions
3.0 Human Resource Management
3.1 Communicates with staff in ways that offer job satisfaction, performance recognition, and stimulates innovative thinking.
3.2 Ensures that staff understand their role in accomplishing GHS, Team/Division, and AOR objectives. Establishes expectations for performance and holds individuals responsible for achieving them.
3.3 In collaboration with Manager and HR, uses organizational systems/processes to recruit, retain, and develop a high performance team.
3.4 Ensures staff productivity by maximizing efficiency and workflow patterns as well as monitoring and controlling turnover.
3.5 Implements and actively supports the integration of change and conflict management.
3.6 Creates a workplace climate that ensures respect, teamwork, open communication, and professional recognition among a diverse workforce.
4.0 Excellence in Service and Clinical Quality: Achieving seamless delivery of quality patient care and safety, excellence in patient experience and customer service.
4.1 Ensures the implementation of service standards to meet patient and other customer definitions of excellence.
4.2 Identifies and communicates trends in customer satisfaction and patient experience, quality outcomes, and patient safety to leadership.
4.3 Models and ensures that staff effectively uphold a customer service orientation to meet expectations of patients and internal and external customers.
4.4 Ensures confidentiality of patient, staff, and appropriate management data and delivers immediate and certain consequences when confidentiality is compromised.
5.0 Organizational Leadership: Providing leadership and accomplishing objectives by supporting the integration of processes and initiatives while modeling collaboration.
5.1 Promotes GHS to all constituencies by interpreting and communicating GHS? mission and values, and acting as a loyal and informed spokesperson.
5.2 Identifies opportunities and effectively manages collaboration with other departments and staff.
5.3 Provides a positive learning environment collaborating with academic programs, while ensuring patient safety.
5.4 Identifies areas for self-development and actively seeks opportunities and resources to meet developmental objectives.

Key Interfaces
The Supervisor interacts primarily with the following external interfaces:
  • Patients
  • Families
The Supervisor interacts secondarily with the following external interfaces:
  • Non-GLHS clinicians and organizations
  • Vendors/Suppliers
  • Educational and Regulatory Organizations
The Supervisor interacts primarily with the following internal interfaces:
  • Clinicians
  • AOR Staff
  • Other AOR supervisors, managers and directors
The Supervisor interacts secondarily with the following internal interfaces:
  • Other System Staff
  • Other Functional Managers and Supervisors

Decision Making Authority & Responsibility

The Supervisor has the authority to carry out the AOR vision, objectives, and strategies consistent with the System’s mission, vision and goals. This person assists the leadership team in determining which resources are needed and recommends the acquisition of additional resources where indicated.

The Supervisor has the responsibility to advocate change in AOR processes and systems to ensure optimal, cost effective health care delivery. This individual facilitates the resolution of clinical, staff, and policy issues. The Supervisor oversees the adherence to policy, as well as makes recommendations for changes to AOR staff and leadership. The Supervisor coaches, monitors, and documents staff performance, makes recommendations for compensation strategy and promotion for their AOR.

The Supervisor represents Gundersen Health System and their AOR within the System and in the external community.

Scope of the Job
Age Specific Population Served: Pediatric (1 - 12 years)
Infant (less than 1 year)
Geriatric (65 years & older)
Adult (18 - 64 years)
Adolescent (13 - 17 years)
OSHA Category Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

Position Qualifications
Education and Learning:
Required Bachelor's degree in Human Services or  Social Work or  Psychology or  a health related field 

Desired Master's degree in  Healthcare/Hospital Administration or Social Work or a related field 
Work Experience:
Required 3-4 years of experience in human service management or a related field.
Desired 1 year of previous experience with Information and Referral, crisis intervention or telephone counseling; database planning, community relationship building, fund development, public relations.
Skills and Knowledge: Ability to or Knowledge of...
Reasoning/Decision Making demonstrate strong critical thinking and decision-making skills

Communication demonstrate effective customer service to internal and external customers
demonstrate effective interpersonal sensitivity

Leadership demonstrate leadership and management skills

General - All Positions relationship-based marketing
the business of healthcare

Physical Requirements/Demands of the Position
Sitting Continually (67-100% or 8 hours)
Stooping/Bending Frequently (34-66% or 5.5 hours)
Repetitive Actions - Fine Manipulation Continually (67-100% or 8 hours)

Environmental Conditions
Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Equal Opportunity Employer