Manager, Patient Resources

This is a fully remote position, open to applicants in Florida.

📋 Description

• Supervise teams of nurses providing 24/7/365 field and telephonic support for patients and their families.

• Cover all shifts and offer immediate backup decision-making and assistance.

• Oversee Patient Resource Nurses managing calls in Care Connect and after-hours visits.

• Ensure outstanding customer service and prompt responses to referrals.

• Foster relationships with referral sources and internal stakeholders.

• Provide call and visit statistics to Clinical Managers and the Senior Director of Patient Resources.

• Ensure comprehensive training for staff across service lines, benefits, and coverage options.

• Offer ongoing training and monitor staff education and competency in service levels.

• Guarantee adequate staffing for departmental responsibilities.

• Prioritize interventions to address or prevent operational and care delivery challenges.

• Conduct timely employee evaluations and meet quarterly with each direct report.

• Engage in clinical operations meetings to assess KPIs and performance improvement strategies.

• Facilitate quarterly staff meetings to discuss KPIs, quality metrics, and organizational updates.

• Communicate organizational changes to staff in a timely manner.

• Hold staff accountable to productivity standards.

• Remain accessible before, during, and after emergencies affecting Chapters affiliates.

• Perform additional duties as assigned.

• Represent the Company in a professional manner and adhere to relevant regulations, policies, safety protocols, confidentiality standards, and quality improvement initiatives.

⛳️ Requirements

• Bachelor’s degree in a related field or an equivalent combination of education and experience.

• Must hold and maintain all required RN licenses as mandated by state and local regulations where duties will be performed.

• Ability to apply for and obtain a license to practice as an RN in Washington D.C. within 30 days of hire.

• Capability to apply for and obtain an RN license in any other jurisdiction Chapters Health/Patient Resources may expand to in the future.

• Minimum of three (3) years of relevant experience, including at least one (1) year in a management role.

• Active Basic Life Support (BLS) certification for healthcare professionals from the American Heart Association or Red Cross.

• Acute and/or post-acute care experience preferred.

• Proven ability to multi-task with a keen attention to detail.

• Proficient in managing remote staff.

• Experience with children, families, and group modalities.

• Exceptional verbal, written, and interpersonal communication skills.

• Previous experience working with an EMR/EHR system.

• Ability to convey urgency and devise innovative solutions to challenges.

• Skilled at managing multiple priorities and coping with the emotional stress of the workload.

• Valid driver's license and automobile insurance in accordance with Company policy.

• Willingness to travel to off-site locations.

• Capacity to manage physical demands.

• Ability to remain calm and effectively troubleshoot during crisis situations.

• Strong goal-oriented mindset and excellent time management skills.

• Outstanding customer service focus.

• Self-directed work style requiring minimal supervision.

• Successfully complete competency requirements for this role.

• Consent to drug and/or alcohol testing following a conditional offer.

• Comply with the Drug-Free Workplace Policy consistently.

• Eligibility for Florida Care Provider Background Screening Clearinghouse for Florida affiliates.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work schedules to accommodate personal commitments.

• Supportive and collaborative work environment.

• Competitive compensation and benefits package.