Health Dialog is seeking a Community Leader/Nurse Manager RN who provides management oversight to a team of Health Coaches (RNs, RDs and/or RTs) in a telephonic environment who provide one-on-one support for members in need of wellness improvement, chronic disease management, medication adherence, acute care support, and/or shared decision-making guidance in alignment with Client goals.  The CL may also manage other staff as assigned.

The associate is responsible for the functions below, in addition to other duties as assigned:

• Provide management oversight to a team of health coaches (remotely) through the employment life cycle from recruitment to separation. Duties include interviewing, on-boarding, training, performance management and mentoring to maximize performance.  Monitor and track team and coach level KPIs and review results with direct reports monthly. Create action plans to improve performance against targets for any staff not meeting goals. This role carries out supervisory responsibilities in accordance with Rite Aid policies and applicable laws.

• Serve as internal coaching contact for assigned clients and communicate client specific program needs to coaching staff. Guide performance of team to meet the achievement of all client contractual performance standards and guarantees by partnering with Client Services as necessary.  Identify opportunities to improve client performance through assessment of coaching processes, quality management, productivity and system documentation to ensure goals are achieved.  Assist with the launch of new clients, services, and/or products to ensure the Company meets and exceeds program goals and objectives.

• Support the quality process by reviewing staff member calls and corresponding call documentation to assist in identifying opportunities for call quality improvement for role development and meeting program goals.

• Provide oversight and support for assigned operational process(es) such as scheduling, vacation bidding, referrals, etc. or special projects that support day to day operations or client service delivery.

• Monitor and track team schedules and attendance, and update Workforce Management Department to facilitate staff base schedule adjustments to support the coverage of call volume and staff scheduling needs.

• Ensure compliance with Company and Coaching Center policies and procedures addressing escalations immediately including taking appropriate action to correct and maintain compliance with Coaching Operations Complaint Policy. Participate in required trainings as assigned and support security and compliance related activities and tasks through execution of all job duties.

• Support the achievement of Continuous Quality Improvement initiatives (HEDIS, URAC and NCQA initiatives).

• Facilitate and/or lead community team meetings and participate in client meetings, audits, call reviews and case conferencing.

• Participate in required trainings as assigned and support security and compliance related activities and task throughout execution of all job duties

QUALIFICATION REQUIREMENTS

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

• Bachelor’s Degree in Arts/Sciences (BA/BS) in related health field (preferred) or business, or equivalent combination of education and experience required.

• Registered Nurse License (RN) in good standing preferably in a state within the nurse compact with the ability to obtain additional state licenses as business needs require

• 2 years of experience in working in a clinical or call center setting environment required.

• 2 years of experience in progressive management/leadership roles preferred.

• Demonstrated strong people leadership with a proven track record of staff/team development

• Ability to function as a self-directed team player

• Excellent communication skills (oral, written and presentation) with the ability to speak effectively before groups of employees or customers

• Ability to engage in systems thinking, work cross-functionally, problem solve, apply strong clinical skills, sound business judgement and a basic understanding of planning, and responsible financial management

• Strong project and process management skills

• Proficiency with Microsoft Applications – Word, PowerPoint, Excel and Outlook

In addition to the above requirements, the following skills and/or experiences would be helpful.

• Knowledge of Health Coaching methodology and processes

• Through understanding of Health Dialog including Coaching Center policies and procedures with an ability to apply appropriately when managing staff

• Bilingual English / Spanish skills

LOCATION: This position is a remote position working from your home. Candidates must be located in the US. It is preferable that candidates are a resident and working in a state that is part of the nurse license compact.

SCHEDULE:

• Full-Time

• 1:30 PM - 10:00 PM Eastern Time

• Monday – Friday

• As an exempt level position, the role requires the ability to work hours beyond the normal shift schedule and flexibility to adjust work schedule as necessary to meet business needs.

Health Dialog is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, sexual orientation, gender identity, race, age, disability, religion, national origin, color or other category protected by applicable law.

Required Skills Required Experience