Manager- Virtual Sitter Services

Who We Are 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. What We're Solving Hicuity Health leverages telemedicine to address clinical needs and staffing shortages for a diverse range of clients and care venues nationwide, including health systems, hospitals, post-acute care facilities, and at-home acute care environments. Our Mission For nearly two decades, Hicuity Health has delivered “Care Innovated” to its clients and patients. Across a range of services, Hicuity offers clinical, technical, and operational expertise that improves patient care and supports healthcare facilities nationwide. The Role 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 Oversees all operational and client management aspects of the virtual sitter service Ensures each virtual sitter shift is properly staffed with PSSs according to each shifts census; sets shift schedule and assignments for each PSS on shift Manages PSS staffing and recruitment needs to projected demand targets; includes candidate assessment, interviews and partnering with the recruiting team to develop a candidate pipeline Conducts onboarding, training and competency evaluations for new PSS hires Manages access requests for the PSS team Establishes and executes 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 Troubleshoots, assesses and develops remediation plans for any issues that are surfaced in the service line Engages client stakeholders proactively to manage the overall client relationship Executes proactive measures to continually improve service line quality and efficiency Engages with internal and client stakeholders as needed to communicate the needs and status of the virtual sitter program for each hospital Partners with the clinical account manager (“CAM”) to build hospital relationships and to drive utilization of the virtual sitter service Takes PSS shifts as staffing needs require and capacity allows Manages all performance management needs for the PSS team including annual reviews and corrective action plans as required Partners with implementation team to onboard new hospitals as they sign up for the virtual sitter service Leads internal engagement across IT, AppDev, Support, Sales and Operations to align all stakeholders on the operational and client needs of the service line Develops and promotes a positive culture that yields a positive working experience for the PSS team Delivers 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 setting 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.