Service Excellence Manager - RN (Remote)

ACCESS TELECARE• US,

3h•Remote

About The Position

The Service Excellence Manager (SEM) oversees all clinical processes and serves as the client champion for Access TeleCare’s Neurology programs. Duties include building effective relationships with client stakeholders, developing clinician workflows, supporting new program implementation, creating action plans to support service performance, and interfacing with clinicians to facilitate clinical excellence. In addition, this role serves as the clinical point of contact for practice-related issues at partner sites, ensuring strong collaboration and support across all clinical operations.

Requirements

Bachelor’s degree in nursing required
3+ years’ experience in healthcare
Ability to navigate multiple EMR systems required
Excellent computer skills and familiarity with Microsoft Office programs including Excel for data manipulation
Excellent interpersonal communication skills and the ability to exercise empathy when working with patients and their families
Excellent organizational and time management skills
Demonstrate an understanding of standard clinical procedures, laws, and regulations
Thorough knowledge of medical terminology
Ability to work independently, but function as part of a team
Ability to thrive in a high growth, fast-paced organization and 100% Remote based environment
Must be able to remain in a stationary position 50% of the time

Nice To Haves

Prior experience as a charge nurse or nurse supervisor preferred
Occasional travel for meetings and collaboration

Responsibilities

Participate in program launches and support with the development of clinical workflows
Maintain working rapport with individual providers covering the service as needed to address clinical workflow or practice issues, and communicating recommended changes to medical director and hospital(s) affected
Build and maintain positive working relationships with partner facility clinical staff; train partner staff on tasks that promote clinical workflow efficiency such as cart coordination, and address concerns in a timely manner
Analyze and present reports on healthcare processes and patient outcomes to identify and prioritize areas for improvement
Coordinate performance improvement activities focused on specific patient services or organizational quality initiatives through the use of specific benchmarks and evidence-based practices
Participate in efforts to establish and maintain organizational readiness to meet regulatory requirements based on service line specialty
Collaborate closely with Clinical Administration Leaders to work on team initiatives, develop and report KPIs, identify opportunities within programs to improve communication, efficiencies, and processes
Other duties as assigned