Call Center Clinical Nurse
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Job Description
Nurse providing proactive and compassionate care to remote monitoring patients. Engaging patients for assessment, education, and support while documenting findings and collaborating with care teams.
Responsibilities:
- The Nurse, Clinical Service Excellence plays a vital role in delivering proactive, compassionate, and evidence-based care to patients enrolled in our remote monitoring programs.
- This nurse is responsible for engaging with patients via telephone to educate, assess, document, and escalate findings using standardized protocols.
- Nurses in this role help reduce risk, improve outcomes, and ensure a seamless, supportive care experience.
- Patient Outreach & Education: Contact patients in a timely manner based on triggered alerts, protocols, or follow-up needs.
- Conducts telephonic assessments based on care model to then evaluate findings that require intervention by a health care provider, identify continuing educational or coaching needs, and reinforce foot care best practices.
- Deploys a patient-centered approach that provides an exceptional patient experience.
- Support efforts to ensure patients are adherent within in the Podimetrics program.
- Provides feedback and voice-of-the-patient experience to inform program, process, and technology improvements.
- Accurately document patient findings, symptoms, and trends using Podimetrics systems and SOPs.
- Identify high-risk indicators and initiate appropriate clinical escalations to the provider or care team.
- Workflow Execution: Efficiently manage assigned queues including outbound calls, inbound calls, escalations, inflammation check-ins, and pilot-specific protocols.
- Complete all documentation within required timelines to maintain service-level standards.
- Maintain reliable remote connectivity and demonstrate the ability to troubleshoot basic technical issues independently to ensure uninterrupted workflow and patient support.
- Cross-Team Collaboration Communicate clearly with peers, leads, and managers to ensure continuity of care and seamless handoffs.
- Contribute insights during huddles or team meetings to support service excellence.
- Quality & Performance Monitoring Meet or exceed quality standards, productivity goals, and patient experience expectations.
- Participate in peer reviews, audits, and improvement initiatives.
Requirements:
- Compact Licensure: Active and unrestricted Registered Nurse (RN) compact license
- Bilingual capabilities (Spanish or other language)
- Minimum of 2 years of clinical nursing experience; telehealth, home health, or remote monitoring preferred.
- Strong clinical judgment, phone etiquette, and documentation accuracy.
- Comfortable navigating electronic health tools, workflows, and productivity platforms.
- Self-directed with strong time management and adaptability in a remote work setting.
- Experience working in chronic disease management (diabetes, CHF, wound care, etc.).
Benefits:
- Base Pay: 75k+ base salary commensurate with experience
- Annual Bonus Opportunity
- Equity Options
- Flexible Paid Time Off (Guaranteed four (4) weeks of PTO)
- Paid Sick Leave (up to forty (40) hours annually)
- Fully Paid Parental Leave (twelve (12) weeks for birthing parents, eight (8) weeks for non-birthing/adoptive parents)
- Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.
- Health Savings Account with employer contribution
- Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
- 401k
- Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident
- Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance
- Additional life insurance, critical illness, and accident coverage are available
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