Position Summary
Are you passionate about making a difference in healthcare? We’re looking for a dynamic Global Nurse Advice Line (NAL) leader who will provide access to telehealth registered nurses for triage services, self-care guidance, and general health inquiries around the clock. In this role, you’ll also offer essential customer service and care coordination, including provider locator support, military treatment facility appointment services, urgent care referrals, and customized transfers to support military treatment facilities. If you have extensive experience in supervisory roles within healthcare call centers or nurse triage positions, and possess strong leadership and communication skills, this could be the perfect opportunity for you to shine!
Schedule and Remote Eligibility
Enjoy the flexibility of working remotely from anywhere in the US! This is a full-time position with a typical 40-hour workweek, Monday through Friday, during daytime hours.
Key Responsibilities
- Collaborative Service Solutions: Work closely with partners to develop innovative service solutions and create business cases across various functional groups.
- Strategic Implementation: Translate business strategies into actionable programs and processes, ensuring alignment with overall goals.
- Project Planning and Oversight: Provide valuable input into high-level project planning, ensuring successful execution.
- Technology Solutions: Design and oversee the implementation of technology solutions that meet business needs and objectives.
- Program and Project Management: Lead the execution of programs, projects, or processes, ensuring they meet client objectives and expectations.
- Client Reporting: Create and deliver monthly Program Management Reviews, keeping clients informed and engaged.
- Functional Alignment: Ensure that all business functions are clearly defined and consistently meet the client’s goals.
- Workstream Management: Drive reporting streams to the customer, ensuring timely and accurate communication.
- Status Reporting: Develop status reports, manage project scope and economics, approve changes, and address issues, risks, and conflicts.
- Leadership and Team Support: Act as the single point of contact between technical teams and clients, fostering a positive work environment by managing workloads and ensuring client satisfaction.
- Customer Relationship Management: Build and maintain strong, senior-level relationships with customers, ensuring their satisfaction.
- Proposal Development: Contribute to proposal management, writing, editing, and pricing, helping to shape successful project bids.
Requirements
- Educational Background: Bachelor's degree in healthcare management, business administration, communication, IT, social science, or a related field.
- Experience: At least 5 years of experience managing multiple call centers.
- Knowledge: Familiarity with URAC Health Call Center Standards, customer service, performance evaluation, and process improvement.
- Training and Coaching: Proven experience in large-scale staff training and coaching.
- Communication Skills: Strong interpersonal and communication skills are essential.
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 committed to creating an inclusive workplace where all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.
Employment Type: Full-Time