Manager- Virtual Sitter Services

Hicuity Health • Houston, TX

3d • Hybrid

About The Position

Hicuity Health is the leader in delivering expert telemedicine care in support of patients and bedside care teams in acute and critical care environments. Since our founding in 2006, Hicuity Health has pioneered provider-to-provider telemedicine, fueling success with clinical and technical innovation. Hicuity Health leverages telemedicine to address clinical needs and staffing shortages for a diverse range of clients and care venues nationwide, including health systems, hospitals, post-acute care facilities, and at-home acute care environments. For nearly two decades, Hicuity Health has delivered “Care Innovated” to its clients and patients. Across a range of services, Hicuity offers clinical, technical, and operational expertise that improves patient care and supports healthcare facilities nationwide.

Requirements

• 5+ years of leadership experience, preferably with direct experience managing a team
• 3+ years experience managing client relationships
• 3+ years of experience working in a 24/7/365 operation
• Must be computer literate with proficiency in MS office
• Technical competence and ability to quickly learn both workflow/processes
• Strong communication, collaboration skills, leadership ability, teamwork, problem solving, critical thinking and confidentiality
• Demonstrated ability to drive change across a multi-site team
• Excellent listening skills and pays close attention to detail
• Ability to analyze and assess data to make decisions that will impact the overall program
• Ability and desire to rapidly learn and excel in a fast paced environment
• Demonatable leadership skills
• Strong written and verbal communication skills
• Demonstrated ability to promote teamwork and build effective relationships
• Requires a high level of interpersonal, problem solving and analytical skills
• Ability to work independently with minimal supervision
• Demonstrated excellence with provider relations/communications
• Strong managerial and clinical skills and demonstrated ability to lead a clinical team in a collaborative and communicative environment
• Forward thinking and ability to emulate evidence based best practices in a variety of unique settings

Nice To Haves

• Experience as a PSS is preferred, but not required

Responsibilities

• Oversees all operational and client management aspects of the virtual sitter service
• Ensures each virtual sitter shift is properly staffed with PSSs according to each shifts census; sets shift schedule and assignments for each PSS on shift
• Manages PSS staffing and recruitment needs to projected demand targets; includes candidate assessment, interviews and partnering with the recruiting team to develop a candidate pipeline
• Conducts onboarding, training and competency evaluations for new PSS hires
• Manages access requests for the PSS team
• Establishes and executes a quality program that regularly (at least monthly) assesses individual and team performance; develops quality improvement plans as needed to deliver a high-quality service
• Troubleshoots, assesses and develops remediation plans for any issues that are surfaced in the service line
• Engages client stakeholders proactively to manage the overall client relationship
• Executes proactive measures to continually improve service line quality and efficiency
• Engages with internal and client stakeholders as needed to communicate the needs and status of the virtual sitter program for each hospital
• Partners with the clinical account manager (“CAM”) to build hospital relationships and to drive utilization of the virtual sitter service
• Takes PSS shifts as staffing needs require and capacity allows
• Manages all performance management needs for the PSS team including annual reviews and corrective action plans as required
• Partners with implementation team to onboard new hospitals as they sign up for the virtual sitter service
• Leads internal engagement across IT, AppDev, Support, Sales and Operations to align all stakeholders on the operational and client needs of the service line
• Develops and promotes a positive culture that yields a positive working experience for the PSS team
• Delivers a high-quality, efficient service while retaining clients on the service

Benefits

• Competitive Base pay
• Generous shift differentials
• Generous paid time off for full time team members
• Competitive benefit programs for full time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed