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Foundever

Foundever describes itself as a global leader in the customer experience (CX) industry. The company is on a mission to be the team and the solution behind the best customer experie

Bilingual Team Leader, Nurse Practitioner

Location

Canada

Posted

11 days ago

Salary

C$130K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Bilingual Team Leader, Nurse Practitioner

Foundever

Role Description Assure le leadership clinique et la supervision de la clinique de soins virtuels du Nouveau-Brunswick, en veillant à la prestation de soins aux patient·e·s et de services de haute qualité. Soutient l’élaboration et la mise en œuvre de politiques fondées sur des données probantes, conformes aux normes de la NANB. Surveille la qualité et la performance par le biais d’audits et de la résolution des enjeux, et veille au respect des ententes de niveaux de service (SLA) et des exigences contractuelles. Soutient les infirmier·ère·s praticien·ne·s (IP) contractuel·le·s, collabore avec les conseillers médicaux et les équipes opérationnelles, échange avec des partenaires externes et des client·e·s, et soutient la communication et le suivi auprès des patient·e·s afin d’assurer le succès du programme. Responsibilities - Fournir un leadership clinique et un encadrement professionnel à une équipe d’IP autonomes offrant des soins primaires virtuels. - Agir comme ressource clinique et mentor·e pour les cas complexes, à forte acuité ou incertains. - Favoriser un environnement de pratique collaboratif qui respecte le champ de pratique des IP et l’autonomie dans la prise de décisions cliniques. - Soutenir l’uniformité de la prestation de soins virtuels fondés sur des données probantes au sein de l’équipe. - Agir à titre d’IP de garde désigné·e pour les consultations cliniques et le soutien en cas d’escalade. - En collaboration avec les conseillers médicaux, fournir des conseils en temps réel pour les présentations complexes, les enjeux de gestion des risques et de sécurité des patient·e·s. - Repérer les tendances, les risques et les occasions d’amélioration dans la prestation des services virtuels. - Veiller à ce que la pratique soit conforme aux normes de la NANB, aux règlements provinciaux, et que le champ de pratique et l’autonomie des IP soient bien compris et respectés. - Soutenir la résolution des enjeux liés à la qualité clinique ou à la sécurité des patient·e·s, participer aux enquêtes d’incidents et examiner les plaintes des patient·e·s sous un angle clinique. - Contribuer à l’élaboration et à l’amélioration de politiques cliniques et de protocoles de soins virtuels fondés sur des données probantes. - Soutenir la mise en œuvre de nouvelles initiatives cliniques ou d’améliorations des services. - Collaborer et rencontrer régulièrement les conseillers médicaux, la direction opérationnelle et, au besoin, les parties prenantes externes afin d’examiner les tendances cliniques, les enjeux de risque et les préoccupations émergentes. - Examiner les rapports du programme clinique et contribuer à l’amélioration des services fondée sur les données. - Soutenir le respect des ententes de niveaux de service (SLA) et des obligations contractuelles. - Soutenir la communication avec les patient·e·s et les situations de suivi complexes, au besoin. Qualifications - Minimum de 3 à 5 ans d’expérience à titre d’IP (idéalement en soins primaires ou en soins urgents), avec d’excellentes compétences en raisonnement diagnostique et en évaluation clinique. - Expérience préalable en soins virtuels ou en télésanté considérée comme un atout. - Expérience en amélioration de la qualité, révision de cas et gouvernance clinique. - Connaissance des opérations de centres de contact ou d’environnements de soins virtuels à haut volume, des indicateurs de performance (KPI), des ententes de niveaux de service (SLA) et des rapports cliniques, avec la capacité d’interpréter les données afin d’améliorer la qualité et les services. - Expérience préalable, formelle ou informelle, en leadership clinique. - Maîtrise en sciences infirmières (programme de maîtrise IP – axé sur la pratique clinique). - Permis ou inscription auprès de la NANB (en règle) et, le cas échéant, auprès de l’organisme de réglementation de la province de résidence, conformément aux exigences provinciales. - Certifications facultatives, telles que la formation de l’AIIC (CNA) en télésanté ou soins virtuels, considérées comme un atout. - Démontre un engagement envers l’avancement de modèles novateurs de prestation de soins de santé et une contribution significative à la mission et à la vision de l’organisation. - Offre constamment un travail de grande qualité, avec des normes élevées de performance et un souci des résultats. - Gère efficacement plusieurs priorités grâce à de solides compétences en planification, organisation et priorisation. - Communique de façon claire, directe et précise, et sait traduire de l’information complexe en messages faciles à comprendre. - Travaille efficacement au sein d’équipes multidisciplinaires et maintient de solides relations professionnelles entre les disciplines. - Comprend les opérations de centres de contact et de soins virtuels, interprète les KPI et les rapports, et soutient les améliorations de processus afin de respecter les exigences de performance et contractuelles. - Maîtrise de la suite Microsoft Office (Excel, Word, PowerPoint, Outlook) pour l’analyse de données, la préparation de documents, les rapports, les présentations et les communications professionnelles. Benefits - Le salaire de départ pour ce poste est de 130000 $ CAD par année ; toutefois, le salaire de base offert peut varier en fonction de l’emplacement, des connaissances liées à l’emploi, de la formation, des compétences et de l’expérience. - Bonus trimestriel: Admissibilité à participer à un programme de bonus trimestriel basé sur la performance, offrant un potentiel de gain supplémentaire lié à la performance individuelle et/ou commerciale. - Prime bilingue: Prime annuelle pour les candidats répondant aux exigences de rôle bilingue. Requirements - Toute offre d’emploi est conditionnelle à la réussite d’une vérification des antécédents judiciaires, couvrant toute activité criminelle dans chaque lieu de résidence au cours des sept dernières années.

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