Service Excellence Manager - RN (Remote)

Who We Are

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health.

We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and have maintained that accreditation every year since inception.

We love what we do, and if you want to know more about our vision, mission, and values, go to accesstelecare.com to check us out.

The Opportunity 

The Service Excellence Manager (SEM) oversees all clinical processes and serves as the client champion for Access TeleCare’s Neurology programs. Duties include building effective relationships with client stakeholders, developing clinician workflows, supporting new program implementation, creating action plans to support service performance, and interfacing with clinicians to facilitate clinical excellence. In addition, this role serves as the clinical point of contact for practice-related issues at partner sites, ensuring strong collaboration and support across all clinical operations.
 

What You’ll Do

• Participate in program launches and support with the development of clinical workflows
• Maintain working rapport with individual providers covering the service as needed to address clinical workflow or practice issues, and communicating recommended changes to medical director and hospital(s) affected
• Build and maintain positive working relationships with partner facility clinical staff; train partner staff on tasks that promote clinical workflow efficiency such as cart coordination, and address concerns in a timely manner
• Analyze and present reports on healthcare processes and patient outcomes to identify and prioritize areas for improvement
• Coordinate performance improvement activities focused on specific patient services or organizational quality initiatives through the use of specific benchmarks and evidence-based practices
• Participate in efforts to establish and maintain organizational readiness to meet regulatory requirements based on service line specialty
• Collaborate closely with Clinical Administration Leaders to work on team initiatives, develop and report KPIs, identify opportunities within programs to improve communication, efficiencies, and processes
• Other duties as assigned

What You’ll Bring

• Bachelor’s degree in nursing required
• 3+ years’ experience in healthcare 
• Prior experience as a charge nurse or nurse supervisor preferred
• Ability to navigate multiple EMR systems required
• Excellent computer skills and familiarity with Microsoft Office programs including Excel for data manipulation
• Excellent interpersonal communication skills and the ability to exercise empathy when working with patients and their families
• Excellent organizational and time management skills
• Demonstrate an understanding of standard clinical procedures, laws, and regulations
• Thorough knowledge of medical terminology
• Ability to work independently, but function as part of a team
• Ability to thrive in a high growth, fast-paced organization and 100% Remote based environment 
• Must be able to remain in a stationary position 50% of the time
• Occasional travel for meetings and collaboration 

Why Join Access TeleCare

• 100% Remote Work
• Health Insurance (Medical, Dental, Vision)
• Comprehensive benefits including health, dental, vision, life, and 401(k)
• Paid Time Off, Sick Leave, and wellness days — because we value both performance and balance
• Culture of ownership, transparency, and results where the best ideas rise
• Opportunity to directly impact patient access nationwide

Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.