Virtual Nurse Supervisor

4 weeks ago

Pasay, Philippines Infinit-O Full time

Virtual Nurse Supervisor (PHRN) Hybrid Setup | Nightshift

Infinit-O Pasay, National Capital Region, Philippines

Responsibilities
  • Performance Management: Supervise, mentor, and coach a team of Virtual Triage Nurse Associates to meet and exceed performance metrics and quality standards.
  • Training and Development: Oversee onboarding and ongoing professional development for the team.
  • Quality Assurance: Conduct call monitoring and case audits to ensure adherence to clinical protocols and company policies.
  • Issue Escalation: Serve as primary contact for complex patient inquiries and clinical questions, providing guidance and resolution.
  • Scheduling and Staffing: Manage team schedules and staffing for adequate coverage and efficiency.
  • Workflow Optimization: Identify opportunities to improve workflows to enhance patient experience and productivity.
  • Data Analysis: Track KPIs such as average handle time, first call resolution, patient satisfaction, and quality scores.
  • Policy and Procedure: Develop and maintain policies for the virtual nurse team.
  • Technology Utilization: Ensure effective use of Epic EHR and other telehealth tools.
  • Clinical Oversight: Maintain understanding of clinical guidelines to ensure safe care navigation and assessments; collaborate with other departments; ensure regulatory compliance (HIPAA and standards).
Requirements
  • Licensure: Must hold a valid Philippine Registered Nurse (PHRN) license.
  • Experience: Minimum of two years supervisory or leadership experience in a voice-based patient care campaign.
  • Technical Skills: Preferred experience with Epic EHR system.
  • Soft Skills: Proven leadership and team management; excellent verbal and written communication; strong analytical and problem-solving skills; ability to multitask in a dynamic virtual environment; commitment to continuous improvement and delivering exceptional patient care.
Additional Information
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Customer Service and Health Care Provider
  • Industries: Outsourcing and Offshoring Consulting
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