Responsibilities
- Provide direct operational oversight and operational support of teams, ensuring performance expectations and service standards are consistently met.
- Lead the design, monitoring, and optimization of scheduling, staffing, and queue management processes to maintain safe and reliable 24/7 coverage.
- Collaborate with the Clinical Nurse Manager to align operational workflows with clinical protocols, ensuring seamless patient care transitions.
- Serve as an escalation point for operational challenges, troubleshooting issues in real time and ensuring timely resolution.
- Assume clinical leadership and managerial oversight during the absence of other managers or coleads. This includes maintaining service continuity, ensuring efficient workflow, and coordinating staff.
- Leverage data analytics to monitor call volumes, response times, and KPI achievement, using insights to guide staffing, resourcing, and process improvements.
- Develop and maintain dashboards, reports, and scorecards to track operational performance and communicate results to leadership.
- Provide leadership development, onboarding, and ongoing training for Health Advisors and operational staff.
- Collaborate with leadership and care center partners to optimize operational models for value-based care and patient engagement.
- Contribute to the design and implementation of innovative programs that improve operational efficiency, patient experience, and provider satisfaction.
- Implement efficient staffing strategies and resource allocation models to optimize Nurse Care Manager coverage while reducing unnecessary costs.
- Other duties as assigned.
Requirements
- Foundation in nursing practice
- Strong expertise in data and analytics
- Proven experience in operational leadership and oversight
- Experience with performance management, workflow optimization, staff scheduling, and resource planning
- Ability to lead and develop teams including Health Advisors and operational support staff
- Demonstrated ability to monitor KPIs and drive continuous improvement in efficiency, quality, and patient satisfaction
- Experience collaborating across clinical and operational functions
