Position Summary 
Under general direction of the CEO, responsible for providing direction, guidance and management of the Clinical Staff, assigned to the Call Center. Will be responsible to provide Electronic Health Record support and implementation of Disease Management Pathways for telehealth nurses. Will also be responsible for efficiency improvement in overall operations.  
Essential Functions of the Job 
1. Functions in compliance with established clinical, HIPAA and operational policies and procedures. 
2. Ensures that all standard operating procedures, work instructions, processes are in place and that the assigned staff is knowledgeable of the processes 
3. Serves as point of contact for any issues or concerns that are escalated to the Manager’s level by patients, clients, or coworkers. 
4. Understand call center metrics and customer goals in order to meet and/or exceed expectation of patients and customer 
5. Responsible for staff management and development including hiring, training, performance management, and corrective actions as required; coaches and provides direction to staff on all activities including clinical and technical issues. 
6. Responsible for tracking existing and potential issues requiring contact and follow up resolution with clients or business partners. 
7. Provides on-going feedback and recommendations for program changes, enhancements or improvements 
8. Responsible to provide initial development for training, create teleconferences, training updates and trainings as needed to ensure staff is knowledgeable of the disease process and Electronic Health Record functionalities. 
9. Responsible for Quality Assurance monitoring via phone call monitoring and side-by-side call monitoring of staff’s interactions, and documentation; provides monitoring feedback to staff and up-training staff as needed. 
10. Assures all contracts are managed to meet contractual obligations with regard to staffing, productivity and quality initiatives. 
11. Makes suggestions for implementation of strategies to improve customer service and reduce operating costs. 
12. Ensures that all standard operating procedures, work instructions, processes are in place and that the assigned staff is knowledgeable of the materials. 
13. Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals. 
14. Monitors and approves time sheets, expense reports; approves and provides education as needed. 
16. Ensure telehealth nurses have all proper licensure for cases assigned to them 
17. Performs related duties as assigned. 
 
 
Experience and Education Requirements 
Must be a registered nurse and a graduate of an accredited Nursing school with a valid license in good standing in the state of residence; management/business classes or degree preferred; minimum of four (4) years clinical experience and two (2) years management experience. 
Minimum Skills, Knowledge and Ability Requirements 
1. Proven ability to lead and develop people prefer experience managing a team of nurses, creatively resolve conflict and proven ability to motivate staff to achieve performance goals is required 
2. 3+ years prior operational experience, inbound and outbound call center experience required, preferably in a healthcare setting is desired 
3. Extensive experience in project management and operations management in a customer service or call center environment. 
4. Ability to organize and prioritize tasks; ability to multi-task 
5. Ability and knowledge to work in data systems a must 
6. Must be adaptable and flexible in problem analysis and resolution with a high energy level. 
7. Demonstrated planning, analytical, problem solving, and decision-making skills; orientation and attention to detail 
8. Ability to support phone systems and nursing protocols in EHR following disease management pathways 
9. Knowledge of Microsoft Word, Excel and PowerPoint, Call Center applications, Workforce Management applications, Quality tools and technologies and other related Call Center software. 
10. Knowledge of Cardiac and COPD disease management a plus 
 

• Location: Scottsdale, AZ
• Compensation: Comensurate with Experience
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.