Team Leader USRN

Job Summary:

The USRN Team Leader is responsible for overseeing a team of licensed US Registered Nurses (USRNs) in a contact center environment. This role ensures the efficient operation of the team by providing leadership, performance monitoring, training, and support to maintain high-quality patient interactions. The USRN Team Leader collaborates with management to achieve operational goals, maintain compliance with healthcare standards, and drive continuous improvement in service delivery.

Key Responsibilities:

• Supervise and manage a team of USRNs, ensuring adherence to company policies and healthcare regulations.
• Monitor team performance, set targets, and provide coaching to improve efficiency and quality of service.
• Conduct regular training sessions to enhance clinical knowledge, customer service skills, and compliance with industry standards.
• Oversee call handling and case management processes, ensuring timely and accurate resolutions.
• Act as the escalation point for complex medical inquiries and complaints.
• Analyze key performance metrics (KPIs) and implement improvement plans as necessary.
• Ensure compliance with HIPAA, NCQA, and other relevant healthcare regulations.
• Work closely with Quality Assurance and Training teams to enhance service delivery.
• Facilitate team meetings and provide feedback to senior management on operational challenges and opportunities.
• Assist in recruitment, onboarding, and training of new team members.

Qualifications:

• Active and unrestricted USRN license.
• Minimum of 3-5 years of clinical experience, with at least 1-2 years in a leadership or supervisory role.
• Experience in a contact center, telehealth, or healthcare BPO setting preferred.
• Strong knowledge of healthcare compliance regulations (HIPAA, NCQA, etc.).
• Excellent leadership, coaching, and team management skills.
• Strong communication and interpersonal skills.
• Ability to analyze data, generate reports, and implement process improvements.
• Proficiency in using CRM, EMR, or other healthcare-related software.

Work Schedule:

• Full-time, with flexibility to work in shifts.