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Job description
Manager-Virtual Sitter Services
Locations: Houston, Texas; Memphis, Tennessee
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.
The Manager-Virtual Sitter Services (MVSS) will have overall operational responsibility for delivering the virtual sitter service and will be the direct supervisor for the patient safety specialists (PSSs). PSS's staff the service each shift on a 24/7/365 basis across multiple geographic locations. This role is a hybrid leadership and on-shift position, where the MVSS will both oversee the service and take shifts as capacity allows and as needed to ensure adequate staffing.
You Will:
Oversee all operational and client management aspects of the virtual sitter service
Ensure each virtual sitter shift is properly staffed with PSSs according to each shifts census; sets shift schedule and assignments for each PSS on shift
Manage PSS staffing and recruitment needs to projected demand targets; includes candidate assessment, interviews and partnering with the recruiting team to develop a candidate pipeline
Conduct onboarding, training and competency evaluations for new PSS hires
Manage access requests for the PSS team
Establish and execute 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
Troubleshoot, assess and develop remediation plans for any issues that are surfaced in the service line
Engage client stakeholders proactively to manage the overall client relationship
Execute proactive measures to continually improve service line quality and efficiency
Engage with internal and client stakeholders as needed to communicate the needs and status of the virtual sitter program for each hospital
Partner with the clinical account manager (CAM) to build hospital relationships and to drive utilization of the virtual sitter service
Take PSS shifts as staffing needs require and capacity allows
Manage all performance management needs for the PSS team including annual reviews and corrective action plans as required
Partner with implementation team to onboard new hospitals as they sign up for the virtual sitter service
Lead internal engagement across IT, AppDev, Support, Sales and Operations to align all stakeholders on the operational and client needs of the service line
Develop and promote a positive culture that yields a positive working experience for the PSS team
Deliver a high-quality, efficient service while retaining clients on the service
What We're Looking For:
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
Experience as a PSS is preferred, but not required
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
Demonstratable 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
As Part Of Our Team, Team Members Receive:
Hicuity Health fuses a friendly and collegial work environment with high-performance standards.
Our compensation plans include:
Competitive base pay
Generous shift differentials
Generous paid time off for full time team members
Competitive benefit programs for full time team members
Hicuity Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
Worksite address
memphis, TN, 37544, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.