Nurse Practitioner Team Lead - Remote Canada ASG Nurse Practitioner Team Lead - Remote Canada ASG
About The Position
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021. Gold Stevie Award Winner for Great Employers in 2024 and 2022. We foster an exciting culture of creativity, connection, and commitment. This role may involve the use of approved artificial intelligence (AI) tools to support day-to-day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data-supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).
Requirements
- Minimum 3-5 years of NP practice experience (preferably in primary care or urgent care) with strong diagnostic reasoning and assessment skills.
- Experience in quality improvement, case review, and clinical governance.
- Knowledge of contact centre or high-volume virtual care environment operations, performance metrics (KPIs), service-level agreements (SLAs), and clinical reporting, with the ability to interpret data to drive quality and service improvements.
- Previous formal or informal clinical leadership experience
- Master of Nursing (MN NP Program) – clinical practice-focused Nurse Practitioner (NP)
- License/registration with both NANB (in good standing) and, if applicable, the province where they are currently residing as mandated by their provincial regulatory body
- Demonstrates commitment to advancing innovative healthcare delivery and contributing meaningfully to the organization’s mission and vision.
- Consistently delivers high-quality work, with a strong standard of performance and attention to outcomes.
- Effectively manages multiple priorities with strong planning, organization, and prioritization skills.
- Communicates clearly, directly, and accurately, translating complex information into understandable messaging.
- Works effectively within cross-functional teams and maintains strong professional relationships across disciplines.
- Understands contact centre and virtual care operations, interprets KPIs and reporting, and supports process improvements to meet performance and contractual obligations.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) for data analysis, document preparation, reporting, presentations, and professional communication.
Nice To Haves
- Previous experience in virtual care/telehealth delivery considered an asset.
- Optional certifications like CNA telehealth/virtual care training considered an asset
Responsibilities
- Provide clinical leadership and professional guidance to a team of autonomous NPs delivering virtual primary care.
- Serve as a clinical resource and mentor for complex, high-acuity, or uncertain cases.
- Foster a collaborative practice environment that respects NP scope of practice and independent clinical decision-making.
- Support consistency in evidence-informed virtual care delivery across the team.
- Act as the designated on-call NP for clinical consultation and escalation support.
- Along with Medical Advisors, provide real-time guidance for complex presentations, risk management concerns, and patient safety issues.
- Identify trends, risks, and opportunities for improvement in virtual service delivery.
- Ensure practice aligns with NANB standards, provincial regulations, and ensures NP scope and autonomy are clearly understood and upheld.
- Support resolution of clinical quality or patient safety concerns, participate in incident investigations, and review patient complaints with a clinical lens.
- Contribute to development and refinement of evidence-based clinical policies and virtual care protocols.
- Support implementation of new clinical initiatives or service enhancements.
- Collaborate and meet with medical advisors, operational leadership, and external stakeholders (as needed) regularly to review clinical trends, risk issues, and emerging concerns.
- Review clinical program reports and contribute to data-informed service improvements.
- Support alignment with service-level agreements (SLAs) and contractual obligations.
- Assist with patient communication and complex follow-up situations when required.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
