Manager- Virtual Sitter Services

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.