Virtual Nurse Supervisor

Infinit-O isn't just about business process optimization, we're about people. For over 20 years, we've been helping some of the world's fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we're dedicated to making a positive impact not just in business but in the communities we serve. With a highly engaged and innovative team, we don't just optimize processes; we also create meaningful change.

We are looking for a highly skilled and experienced
Virtual Nurse Supervisor
to lead our team of Virtual Triage Nurse Associates. This role is crucial for ensuring the highest standards of patient care, operational efficiency, and team development. The successful candidate will have a minimum of two years of supervisory experience in a voice-based patient care campaign, demonstrating a strong ability to manage, mentor, and motivate a team in a virtual environment. A valid PHRN license is a must, and Epic EHR experience is strongly preferred.

Key Responsibilities:

1. Team Leadership & Supervision:

• 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 the training and onboarding of new team members and provide ongoing professional development to the existing team.
• Quality Assurance:
  Conduct regular call monitoring and case audits to ensure adherence to clinical protocols, company policies, and best practices.
• Issue Escalation:
  Serve as the primary point of contact for complex patient inquiries, escalated calls, and clinical questions, providing guidance and resolution.
• Scheduling and Staffing:
  Manage team schedules and staffing to ensure adequate coverage and operational efficiency.

2. Operational Management:

• Workflow Optimization:
  Identify opportunities to improve workflows and processes to enhance patient experience and team productivity.
• Data Analysis:
  Track and analyze key performance indicators (KPIs) such as average handle time, first call resolution, patient satisfaction scores, and quality scores.
• Policy and Procedure:
  Develop, implement, and maintain clear policies and procedures for the virtual nurse team.
• Technology Utilization:
  Ensure the team effectively utilizes the Epic EHR system and other telehealth technologies to provide seamless patient care.

3. Clinical Oversight:

• Clinical Excellence:
  Maintain a deep understanding of clinical guidelines and protocols to ensure the team provides safe and accurate care navigation and assessments.
• Collaboration:
  Collaborate with other healthcare departments and management to align virtual care operations with the broader organizational goals.
• Compliance:
  Ensure all team activities comply with relevant regulatory requirements, HIPAA, and company standards.

Requirements

• Licensure:
  Must hold a valid Philippine Registered Nurse (PHRN) license.
• Experience:
  A minimum of two years of supervisory or leadership experience in a voice-based patient care campaign.
• Technical Skills:
  Preferred experience with the
  Epic Electronic Health Record (EHR)
  system.
• Soft Skills:
• Proven leadership and team management skills.
• Excellent verbal and written communication abilities.
• Strong analytical and problem-solving skills, with a data-driven approach to management.
• Ability to multitask, prioritize, and manage a team in a dynamic, high-pressure virtual environment.
• A commitment to continuous improvement and a passion for delivering exceptional patient care.