Virtual Clinical Support Manager (RN)

Responsibilities:

• Primary Job Functions:

• Responsible for interviewing, hiring, and onboarding new team members.

• Clearly communicate job expectations to team members, and ensure they receive adequate training, and demonstrate competency in their respective roles.

• Oversee and proactively guide each team member's performance, focusing on quality, productivity, and alignment with Included Health's core values.

• Facilitate regularly scheduled 1:1s with team members, including mid and annual review meetings.

• Accountable for meeting team objectives, goals, and service standards.

• Monitor workflow performance to ensure the team is meeting clinician and patient needs. 

• May manage both exempt and non-exempt team members.

• Daily Tasks

• Serve as an escalation point for workflow questions/clarifications and complex cases

• Foster a culture of accountability, continuous learning, and professional growth within the team.

• Drive team engagement and retention.

• Provide workflow management, guidance, coaching, and display subject matter expertise to support the team.

• Monitor team dashboards to ensure service levels are achieved.

• Review and adjust daily staffing levels and assignments based on workload.

• Provide coaching, feedback, and disciplinary action to ensure team members reach full potential and team goals are achieved.

• Assist with day-to-day work and direct patient care, when needed.

• Other duties as assigned.

• Project Management

• In partnership with the director and clinical quality team, contributes to ongoing QA/QI work.

• Analyze data and trends to identify performance gaps and process improvement opportunities.

• Lead projects, in partnership with the director, that focus on improving the member experience, and optimizing team performance.

• Collaborate cross-functionally with clinical leadership, service line leaders, and other key stakeholders to enhance and improve processes.

• Key Performance Metrics

• Performance will be evaluated based on:

• Team performance - overall

• Team engagement scores - pulse and perspectives survey

• Individual performance - performance of individuals that report to manager

Required Qualifications:

Bachelor of Science in Nursing

Registered Nurse, in good standing with current state of licensure. 

5+ years of clinical experience. (Previous experience in primary or ambulatory care setting and telehealth experience strongly preferred).

2+ years of people management experience in a clinical setting. 

Preferred Qualifications:

• Strong organizational and leadership skills, with experience driving engagement and accountability in a fast-paced setting

• Professional, appropriate, effective, and tactful communication skills, including written, verbal and nonverbal.

• Proficient in using Google Suite and other technology.

• Proven ability to lead and manage teams effectively through periods of change.

• Ability to be agile and balance multiple priorities while maintaining a positive and professional attitude.

• Strong ambition and internal drive.

Physical/Cognitive Requirements:

Prompt and regular attendance at assigned work location.

Ability to remain seated in a stationary position for prolonged periods.

Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.

Ability to interact with leadership, employees, and members in an appropriate manner.