Service Excellence Manager-(Healthcare)

Who we are:

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since inception.

We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out.

What you’ll be responsible for:

The Service Excellence Manager (SEM) will be responsible for overseeing all clinical processes and serving as the client champion for Access TeleCare’s Neurology programs. Duties include building effective relationships with client stakeholders, developing clinician workflows, supporting new program implementation, creating action plans to support service performance, and interfacing with clinicians to facilitate clinical excellence. In addition, this individual will serve as the clinical point of contact for practice issues for partner sites.

What you’ll work on:

• Participate in program launches and support with the development of clinical workflows
• Maintain working rapport with individual providers covering the service as needed to address clinical workflow or practice issues, and communicating recommended changes to medical director and hospital(s) affected
• Build and maintain positive working relationships with partner facility clinical staff; train partner staff on tasks that promote clinical workflow efficiency such as cart coordination, and address concerns in a timely manner
• Analyze and present reports on healthcare processes and patient outcomes to identify and prioritize areas for improvement
• Coordinate performance improvement activities focused on specific patient services or organizational quality initiatives through the use of specific benchmarks and evidence-based practices
• Participate in efforts to establish and maintain organizational readiness to meet regulatory requirements based on service line specialty
• Collaborate closely with Neurology Practice Administrator and Service Line Chief to work on team initiatives, develop and report KPIs, identify opportunities within programs to improve communication, efficiencies, and processes

What you’ll bring to Access TeleCare:

• Bachelor of Science in Nursing from an accredited school of nursing
• At least three years of experience in neurology service line, inpatient services preferred (required)
• Prior experience as a charge nurse or nurse supervisor (preferred)
• Ability to navigate multiple EMR systems required
• Excellent computer skills and familiarity with Microsoft Office programs including Excel for data manipulation
• Excellent interpersonal communication skills and the ability to exercise empathy when working with patients and their families
• Excellent organizational and time management skills
• Demonstrate an understanding of standard clinical procedures, laws, and regulations
• Thorough knowledge of medical terminology
• Ability to work independently, but function as part of a team

Work Environment and Schedule:

• High growth fast paced organization
• Primarily remote based environment
• Not more than 20 days travel to select sites annually
• Travel quarterly to corporate office in Dallas, TX
• Must be able to remain in a stationary position 50% of the time.

Company perks:

• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Flexible Vacation, Wellness Days, and Paid Holidays

About our recruitment process:
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 4 interviews via Zoom.

Access TeleCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.