Manager, Virtual Clinical Support (RN)

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.

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.

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.

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

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.