ProCare Plus Clinical Support Supervisor

The ProCARE Clinical Supervisor occupies a vital role in ensuring consistently high-quality virtual nursing services to patients, thereby contributing to optimized clinical outcomes and deeper patient engagement and satisfaction. The ProCARE Clinical Supervisor directs provision of virtual nursing care as prescribed by the physician/provider and in compliance with applicable laws, regulations, and agency policies. Recruits, hires, trains, and oversees a team that uses technology to facilitate synchronous and asynchronous virtual contacts with patients, expanding how patients are monitored, educated, and supported throughout their healthcare journeys. Responsible for daily operations and financial performance, including staffing to model, productivity, and workflow efficiencies. Accountable for achieving and maintaining excellent clinical quality, timely and thorough documentation of patient encounters, and meaningful care coordination between the patient and/or caregivers, clinicians at the agency, physicians and providers, and other health care professionals involved in the plan of care. Regularly communicates with agency employees to gain feedback and offer assistance related to the application of virtual services. Collaborates with leaders within ProCARE and across the organization to identify opportunities for impact and to expand the program wherever it may effectively and efficiently enhance patient care. Sets an expectation for excellence, provides an encouraging and supportive work environment, and lends clinical and technical expertise as needed to virtual care nurses, call specialists, and/or administrative support staff.

• Identifies needs for new personnel according to prescribed staffing model and works effectively with recruiter to identify and hire well-qualified candidates in a timely manner.
• Responsible for orientation of new ProCARE team members; may leverage staff to assist with demonstrating tasks and workflows, but accountable for ensuring that orientation curricula are completed in a timely manner and all training needs are addressed.
• Maintains up-to-date knowledge base and creates educational opportunities at least quarterly for the team to enhance their knowledge about diagnosis-specific best practices and administrative elements of virtual care.
• Completes own initial and annual education, as well as additional courses that may be assigned, in a timely manner. Likewise delivers annual performance evaluations and quarterly engagement conversations with employees on time.
• Oversees and directs virtual patient care provided by RN/LPN/MA or non-clinical team members to ensure it is conducted in accordance with applicable laws, state/federal regulations, and organizational policies, including ensuring that state-specific licensure, educational, and supervisory requirements are maintained.
• Fulfills the role of ProCARE Registered Nurse as necessary to ensure patient needs are met timely or upon request of the ProCARE Clinical Program Manager.
• Monitors task management and productivity of employees, identifying obstacles to efficiency or needs for additional education or training, and works to resolve or, if necessary, remediate through corrective action.
• Administers a quality assurance and improvement program to include chart audits, random observances of patient encounters, and analysis of data to assist with evaluation of virtual care program’s outcomes and effectiveness regarding reducing risk of hospitalization, improving patient outcomes, and enhancing patient satisfaction and quality of life. Documents and discusses results with individual team members as needed and in aggregate at quarterly staff meetings. Reports quarterly results in writing to ProCARE Clinical Program Manager and Vice President of Virtual Care.
• Communicates in a positive manner with agency employees to gather feedback about the virtual care program; offers assistance or answers questions as needed.
• Displays curiosity and creativity, continuously seeking ways in which to improve virtual services or identifying opportunities for impact that expands the program’s reach and improves care to more patients.
• Displays consistent commitment to the LHC Standards of Behavior and serves as an example of dedication to patient advocacy, customer service, integrity, and superlative nursing practice.
• Other duties as assigned within general scope of the position.

License Requirements:

• Valid Registered Nurse license in state of residence including compact license; ability to gain licensure in additional states as business needs arise.
• Current Driver License, vehicle insurance, and access to a dependable vehicle or public transportation.

Experience and Skills Required:

• Minimum five years direct clinical experience as a Registered Nurse is absolutely required.
• Minimum two years of home health experience and/or experience in ICU, ED, or other settings that require a thorough base of clinical knowledge and excellent critical thinking skills strongly preferred.
• Minimum two years of experience as a manager in a healthcare setting to include people leadership, fiscal management, and quality/service performance strongly preferred.
• Minimum one year of experience with virtual care delivery strongly preferred.
• Excellent communication and customer service skills are essential.
• Ability to build and lead a team effectively towards organizational objectives is critical.
• Strong technology acumen is required, including documentation and workflows within an electronic medical record, use of Microsoft Office products (Word, Excel, Outlook, and Teams), and ability to learn and demonstrate knowledge and proficiency in various patient care-related software platforms.