Job Description
Based in the San Antonio, TX, Regional Contact Centre (RCC), the TRICARE Nurse Manager will be responsible for the delivery of professional and effective medical assistance services for TRICARE beneficiaries in the Latin America-Canada region in compliance with TRICARE guidelines and TOP Contract specifications and expectations, maintaining International SOS highest standards of excellence.
Qualifications:
- Current and unrestricted license from any US State, District of Columbia or US Territory to provide healthcare within scope of practice
- Bachelor Degree in Nursing from an accredited US nursing program.
- Minimum of 5 years experience as a RN; minimum 3 years in a supervisory role
- Military health care system experience preferred
- Experience of managing/coordinating international evacuations a distinct advantage
- Ability to obtain ADP II Clearance after accepting position with Intl SOS
Key Responsibilities
- Ensure that professional, customer-focused and quality service is provided through oversight and direction of the TRICARE Medical Team.
- Oversee the allocation and progression of work for the team, ensuring that tasks and actions are completed within expected timeframes.
- Assist the TRICARE Medical Director by monitoring progress on complex or high-priority cases to ensure that all service standards are met.
- Responsible for confirming that adequate staff coverage is scheduled to support case management.
- Coordinate the monthly schedule and upload any changes on the roster to the master schedule.
- Validate time sheets and monitor PTO time through ADP EZLabor Manager.
- Serve as a role model and provide professional and technical coaching to members of the team.
- Manage any tasks as may be required when staffing may be deficient.
- Coordinate the agenda and chair TRICARE Medical Team meetings.
- Monitor the completeness and accuracy of medical notes entered into CRM and case direction provided by the Medical Team.
- Drive the focus on quality of data capture, accuracy of recommendations and case direction within the framework of case management.
- Proactively manage cases and direct cases escalated to her with a focus on medical actions that lead to effective case management and patient oversight.
- Act as the primary point of technical expertise for the Medical Team providing guidance and advice to resolve conflicts and issues.
- Strategically review staffing model to ensure it supports the TRICARE platform.
- Ensure that communication, coaching, and training requirements are coordinated to address any workflow or quality issues promptly.
- Provide input and participate in related projects, as may be necessary.
- Ensure that the medical team follows job description items pertaining to medical assistance responsibilities.
- Work flexible hours as appropriate to case management and requirements of the position.
STAFF SUPPORT AND DEVELOPMENT
- Oversee senior nurse coordination of induction training and learning and development across the platform.
- Ensure that peer RN mentors give weekly feedback to new staff members and to the Nurse Manager.
- Participate in performance reviews quarterly in preparation for the annual review.
- Ensure that any level of staff under-performance is identified and addressed.
- Maintain appropriate documentation of any actions taken regarding individual performance.
- Ensure staff attendance at biweekly medical team meetings and daily transmissions.
- Develop new ideas and projects for training, quality assurance, and staff motivation.
- Ensure that the TRICARE nurses actively pursue their Continuous Professional Development.
- Encourage good working relationships with the operations team and act as liaison with other departments.
- Actively recognize high-performing staff and create development plans.
- Carry out any other reasonable duties as requested by the TRICARE Medical Director.
CASE ESCALATION
- Escalate cases as per Intl. SOS protocol to the TRICARE Medical Director, Senior Medical Director, and Corporate Assistance Department.
QUALITY AND TRAINING
- Provide medical monitoring of ongoing cases and ensure excellence in case management.
- Act as front-line point of contact for active service recovery handling complaint calls.
- Review the nature of complaints and address issues directly with the Medical Team involved.
- Maintain strategic direction and a strong interface with the clinical training team.
- Use initiative to implement ways of improving quality and efficiency proactively.
- Maintain overall accountability for the training and induction of the nursing team.
Miscellaneous
- Undertake client-specific training on unique software or program requirements.
- Be responsible for personal and Continuing Professional Education.
- Attend supervision, training, and departmental meetings as may be required.
- Maintain accountability for personal workload.
- Participate in Peer-Mentor, Training-Mentor, and similar programs as may be requested.
Job Profile:
Required Competencies
- Writing & Reporting: Writes clearly, succinctly, and correctly; avoids unnecessary jargon.
- Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction.
- Adapting & Responding to Change: Adapts to changing circumstances and shows respect for differences.
- Leadership: Upholds ethics and values; establishes effective relationships.
- Coping with Pressure: Works productively in a pressurized environment.
- Working with People: Demonstrates interest in and understanding of others.
Required Work Experience
- Minimum of 5 years experience as an RN; minimum of 3 years in a supervisory role.
- Military health care system experience preferred.
- Experience in managing/coordinating international evacuations is a distinct advantage.
Required Education
- Current and unrestricted license from any US State, District of Columbia, or US Territory to provide healthcare within the scope of practice.
- Bachelor Degree in Nursing from an accredited US nursing program.
Required Qualifications
- Ability to obtain ADP II Clearance after accepting a position with Intl SOS.
Additional Information
International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
Compensation | Min: 90,000 Max: 105,000
Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits.
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