Supervisor - Clinical Services

We are actively seeking a Supervisor - Clinical Services to join our team! The primary responsibilities of this role are to assist with oversight of the Medical Review Team (MRT), consisting of a team of nurse case managers, to ensure all medical case activities are followed using documented protocols and expected service levels. They will be responsible for assisting the Manager and Director - Clinical Services with daily functions which include, but are not limited to, case management, utilization management, research, and process review and improvements.

Responsibilities:

• Day-to-day case activity and leadership for direct reports/team, including performance, attendance records.
• Hold regular (monthly) one-on-one sessions for coaching/mutual feedback and regular team catch up meetings.
• Act as quality feedback for Medical Review Team and Quality Auditor, as well as other departments, including but not limited to, the Global Service Center.
• Attend hand over and case review sessions, establishing day-to-day care management priorities in partnership with team and GSC management.
• Assist Manager in coordinating team schedule, accommodating PTO needs and 24/7 coverage in collaboration with others on the management team.
• Continue in the current weekend on call and holiday schedule rotation.
• Monitor QA/case audits and collaborates on themes and needs for individuals, as well as the team; attend QA Committee meetings.
• Respond to process/QA/timeline questions on an ad hoc basis; monitor relevant GSC QA issues, and provide feedback as needed.
• Work with Business Analyst on Salesforce system enhancements.
• Participate in data collection for monthly reports.
• Access reports in Salesforce (e.g., inpatient/evacuations) and facilitate case progression.
• Participate in management debrief and Global Healthcare Management meetings, as collaboration/shift overlap between Supervisors is expected.
• Coach team on projects, such as SOP reviews and ad hoc updates, responsible for Marketing case study material, case debriefs for educational purposes; with oversight of SOP maintenance, ensuring consistency, accuracy, and clarity.
• Maintain the internal Country database, providing oversight and keeping data accurate and current.
• Participate in interview/hiring process for new staff and assist with onboarding process for new hires.
• Leads pre-departure program as a resource to team.

• Other duties as assigned.

Requirements:

• A current, active, unrestricted RN license, specifically a PA license, or acceptable jurisdiction via multistate license in Compact state, with typically three years of clinical experience.
• Previous supervisory experience is preferred.
• 3-5 years working in a medical case management environment.
• Knowledge of US managed care and experience managing care outside of the US preferred.
• Detail oriented and ability to motivate people effectively with excellent interpersonal skills and the ability to work in a team environment.
• Ability to independently research medical standard of care protocols across multiple resources.
• Effective negotiation skills.
• Ability to work multiple shifts, including weekends and holidays, as well as on-call rotation; currently regular 8-4 shift or 3-11 shift.
• Strong time management and organization skills.
• Basic computer skills, including but not limited to, a working knowledge of Excel.
• A high energy level and excellent written and oral communication skills are essential.
• Manages own caseload and coordinates all assigned cases.
• Multilingual capability preferred.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).

Working Conditions:

• Flexibility to work in an office and/or at-home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.

Internal Pay Grade: 12
The starting pay for this role is $87,497 to $113,747 based on skill level and experience in a similar role.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.