Overview
Join a proposal team dedicated to supporting the Global Nurse Advice Line (NAL), which provides 24⁄7 telehealth access to registered nurses for triage and health inquiries for eligible beneficiaries of the Military Health System (MHS).
Position Summary
The Global NAL focuses on comprehensive customer service and care coordination, including provider locator support, appointment scheduling at military treatment facilities, urgent care referrals, and seamless transfers to appropriate military facilities. Candidates with substantial experience in managing healthcare call centers or nurse triage roles, paired with strong leadership and communication skills, are ideal for this position.
Schedule and Remote Eligibility
This opportunity allows for remote work from any U.S. state and follows a standard 40-hour work week, Monday through Friday.
Key Responsibilities
- Collaborate with partners to create and execute service solutions and business strategies across various functional areas.
- Translate business strategies into actionable work programs and processes.
- Contribute to high-level project planning and management efforts.
- Lead the development of technology solutions that align with business objectives.
- Oversee the implementation of programs, projects, or processes to ensure effectiveness and efficiency.
- Deliver monthly Program Management Reviews to stakeholders.
- Define all business functions to meet client objectives consistently.
- Manage work reporting flow to customers, including status reports and project scope control.
- Approve changes while managing issues, risks, and conflicts.
- Act as the primary point of contact for technical teams and clients, ensuring effective communication.
- Foster a positive work environment by monitoring team workloads and meeting client expectations.
- Maintain and enhance relationships with senior-level customers to ensure satisfaction with services.
- Engage in roles related to proposal management, writing, editing, and pricing.
Qualifications
- Bachelor's degree in healthcare management, business administration, communications, IT, social sciences, or a related field.
- Minimum of 5 years of experience managing multiple call centers.
- Familiarity with URAC Health Call Center Standards, customer service, performance evaluation, and process improvement.
- Proven ability in training and coaching staff in high-volume environments.
- Strong interpersonal and communication skills for effective collaboration.
Additional Information
This position is contingent upon contract award, client approval, successful completion of a background investigation, and the ability to obtain and maintain a Public Trust/High-Risk clearance. We are an equal opportunity employer and encourage qualified applicants to apply regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Employment Type: Full-Time