eNurse

First Quality was founded in 1989 and has grown to be a global privately held company with over 4,000 employees. Its corporate offices are located in Great Neck, New York, with manufacturing facilities and offices in Pennsylvania, South Carolina, Georgia, and Canada. First Quality is a diversified family of companies manufacturing consumer products ranging from Absorbent Hygiene (adult incontinence, feminine care, and baby care), Tissue (bath and towel), and Industrial (print and packaging materials), serving institutional and retail markets throughout the world. First Quality focuses on private label and branded product lines.

The eNurse will utilize knowledge of all First Quality products to make informed decisions to assist callers. They will do so by gathering data by actively listening to the caller to solve product-related concerns. This includes determining the appropriate products for the individual's current circumstance and troubleshooting any issues the individual may be experiencing.         

Primary responsibilities include:

These responsibilities ensure that the eNurse support operates efficiently and effectively while providing essential customer support.

• Accept inbound calls from the 24/7 clinical support line.
• Adhering to all relevant healthcare regulations, including HIPAA, to maintain confidentiality of interactions.
• Provide empathetic and respectful service consumer support and education in a call center environment.
• Facilitate communication between callers/visitor/email correspondence with clinical team and leader.
• Perform necessary tasks for product trials and conversion.
• Drive client success through effective account management and demonstrate strong decision-making skills to address client needs and resolve issues-proactively.
• Interact with National Accounts & Sales Ambassadors to maintain business.
• PPD Management and clinically related request
• Documentation of interactions and maintaining accurate records.
• Assist individuals with navigating FQ programs, resources, and digital tools.
• Provide clinical support and ongoing needs for all areas of the FQP business (LTC, Homecare, Retail) via phone, chat, webinar, or video consultation.
• Collect, create, and maintain the typical consumer and facility questions repository with appropriate and approved First Quality responses.
• Relies on experience and judgment to plan and accomplish goals and objectives. Be flexible, hands-on, and results oriented. Must be a team player. 
• Follow organizational policies and procedures to maintain high standards of clinical support.
• Participate in ongoing training to stay current with industry, technology, and clinical best practices.
• Engaging in quality improvement initiatives to enhance eNurse support.
• Work collaboratively with other clinical team members to provide comprehensive support to FQ customers.
• Other clerical/administrative duties as assigned.

The ideal candidate should possess the following:

• Must be a LVN, LPN, or RN with updated and current licenses and certifications.
• Minimum 3 years clinical experience preferred.
• Proficient in English, Bilingual (Spanish) a plus
• Previous telehealth/clinical informatics experience preferred.
• Ideal candidate would have clinical and business experience.
• Strong verbal and written communication skills.
• Positive and helpful attitude with excellent Interpersonal skills are necessary.
• Knowledge of Microsoft Office software, i.e., TEAMS, Outlook, PowerPoint, Excel
• Must be organized and able to set priorities.

Physical and Other Requirements:

• Some travel (carrying baggage, using a computer, etc.)
• Repetitive motion. Such as bending, standing, twisting, stooping, and sitting.
• Able periodically to lift to 25 pounds.
• Able to be at a home workstation with a computer and phone for extended periods of time without distraction.