Nurse Manager

Since 1985, MedAire, Inc. has been assisting the passengers and crew around the world, whether in the air, on land, or at sea. Thousands of travelers have relied on MedAire’s expert medical education training courses, medical equipment offerings and the medical and logistical expertise of its 24/7 MedLink Global Response Centers.

Ensure excellence across the MedAire platform in case management, driving focus on quality and service delivery per GRC guidelines and International SOS corporate expectations. Lead the nursing team with respect to day-to-day service delivery, working closely with the CMO/MD/MDOD in providing case management direction and leading quality improvement initiatives for clients. Lead the transmission process and provide guidance to the coordinating nurses. Ensure satisfaction and positive outcomes with members, clients, providers, and internal team in GRC. Ensure that staffing levels meet platform requirements at all times. Oversee recruitment with Human Resources.

* Develops and maintain a cohesive team of MedAire Coordinating Nurses with close communication, ensuring consistent review, and upgrade of best practices with 24/7 accountability. * • Working closely with RDON and providing daily updates on platform stability * • Develop Coordinating Nurses and distribute administrative activities evenly within; Work with Project Lead and Senior Coordinating nurse roles for team development. Maintain schedules, ADP, and use budgetary direction to ensure platform is adequately staffed. * • Oversees the Medical team’s relationship with Quality Team. * • Oversees daily allocation process for day and night shift * • Communicate with other Global Nurse Managers to ensure best practices are adopted. * • Act as the key Nursing representative on the MDC Platform overseeing Nursing communication in terms of escalation for case management with other Assistance Centers, divisions, and customers. * • While Medical case management is ultimately the responsibility of the CMO/MDODs who are fully accountable for management outcomes, the Nurse Manager will assist the CMO/MDODs by monitoring progress on complex or high priority cases to ensure that all service standards are met. * • Oversight of risk management identification, analysis, and resolution. * • Under the guidance of the RDON, establish a partnership with the NMs in Philadelphia International Opsand Tricareto developthe MedAire Global Response Center to be a flagship center in medical service excellence, quality, and innovation in terms of customer service. * • Ensure excellence in leadership, case management, and professional development of each direct report. * • Ensure the provision of professional and customer-focused medical service in the oversight of and direction of the MedAire medical team. * • Ensure best practices are adopted across the MedAire platformfor all aspects of case management. * • Oversee the allocation and progression of work for the MedAire medical team. This involves ensuring that cases are allocated to persons of appropriate capability and are processed within timeframes as per by Global Corporate standards. * • Responsible for ensuring adequate staff coverage across the MedAire medical team to support case management. * • Maintain all client information which may be encountered either directly or indirectly while in the performance of the job in strict confidence and in accordance with HIPAA and/or any other pertinent confidentiality regulations. * • Remain current in understanding and application of MedAire’s ISO 9001:2008 processes and provide assistance as required in tasks associated with MedAire maintaining its ISO certification. * • Maintain a current foundation of knowledge related to the MedLink services and support the platform in conjunction with the Operational Manager and Chief Medical Officer as required. * • Administer staff allocations across the platform and escalate any staff performance concerns to the Chief Medical Officer for action plan collaboration. * • Oversee the validation of timesheets or timekeeping system across the MedAire medical teamunder the supervision of the RDON. * • Serve as a role model, and provide professional and technical coaching to medical members of the MedAire medical team. * • Collaborate with the Nurse Trainer and CMO to investigate clinical quality concerns to identify root causes and develop effective action plans for resolution including, review of exception reports. * • Participate in recruiting/interview assessment. * • Act as a point of technical expertise for MedAire medical team and provide guidance and advice to the teams as and when required. * • Participate in transmission meetings. Monitor the completeness and accuracy of script information in New Case. Drive the focus on quality of data capture within the framework of case management. Pro-actively manage cases with a focus on medical actions that lead to effective case management and patient oversight. * • Under the guidance of the RMD, CMO,and RDON twice annually review the MedAire medical team staffing models to ensure theymost strategically support caseload. The aim is for the RMD, CMO, and RDON to adjust staffing models to support case and quality standards. These activities will be performed to budget positions based on projected membership usage, new client sales, business growth, and staff attrition. * • Participate in recruiting/interview assessment. * • Ensure that communication, coaching and learning opportunities takes place so that any workflow or quality issues can be addressed promptly. * • Ensure that the RDON, CMO, and the RMDarefully updated on any important issues and potentially problematic situations, both related to case management and to staffing concerns. * • Participate in ad-hoc projects, taking the lead where appropriate. * • Act as point of contact for active service recovery on front line to handle complaint calls and reactivate recovery for complaints received in QID; this includes participating in the service recovery process for those cases where MedAire/International SOS corporate quality measures were not maintained or based on feedback from external source. Distribute this quality review caseload with and amongst the Senior Coordinating Nurses and/or CN staff. * • Under the guidance of the RDON, when quality service defects, caused by CNs or CDs, are escalated to the NM, review nature of complaint and address with individual to ensure coaching, feedback or more serious actions are implemented so that service defect is not repeated. These and other additional strategies, such as coaching the team and changing procedures are to be coordinated with the medical trainer. * • Under the guidance of the RDON, oversee the MedAire medical team role with medical referrals: Recommendations of appropriateness and provider qualifications in medical referrals. * • Under the guidance of the RDON, ensurethat medical teams follow job description items pertaining to medical assistance responsibilities, medical assistance services, medical liaison and reporting, medical transportation, GAN and referrals. * • Participate or assign designee to attend required meetings related to headcount, quality, platform growth, budgeting, recharges, learning & development, and human resources. * • Under the guidance of the RDON, participate in site survey assignments.

* The incumbent must be highly motivated, able to work under resource and time constraints, able to make decisions in order to ensure the most economic, efficient and effective use of resources in a highly demanding environment. * Proven experience in leading people * Proven leadership ability * Initiative, responsibility * Customer service orientation with excellent communication skills * Team player * Proactively identifies and acts on potential problems and / or difficulties * Demonstrates effective problem solving skills and lateral thinking * Ability to prioritize, multi-task and work under pressure * Ability to provide clear and concise written updates * Demonstrate appropriate listening skills * Demonstrate appropriate spelling and grammar * Flexibility to accommodate schedules associated with 24/7 operations * Thorough understanding of assistance case management * Demonstrated effective problem solving skills. * Competent level with use of personal computer/notebook. * Cultural sensitivity and awareness with demonstrated ability to work in a multi-lingual, multi-cultural environment. * Must be able to sit for extended period. * Must be able to speak and hear utilizing telephones and headsets. * Five years recent clinical experience * Minimum 3 years of recent or meaningful experience in critical care. * Accomplished managerial experience * Must possess and maintain current Registered Nurse license in state of Arizona * BCLS certification (current) * ACLS certification (current)