RN Team Lead – Virtual Clinic & Contact Center - 1099 - Remote

CareTalk Health is a leading national telehealth provider, offering a comprehensive range of services to healthcare organizations. These include staffing, cutting-edge technology, and billing solutions aimed at enhancing the delivery of healthcare. We are committed to providing high-quality, affordable, and accessible healthcare services to all patients. At CareTalk Health, we believe in fostering a supportive and innovative work environment for our employees, offering competitive salaries, flexible hours, and the convenience of working from home.

The RN Team Lead drives the day-to-day execution of virtual clinical workflows and contact-center operations, so Registered Nurses deliver accurate assessments, complete high-quality documentation, and close care gaps efficiently. This role manages RN performance during virtual visits, validates documentation, directs transcription of provider orders in RXNT, and coordinates with the patient contact center (inbound/outbound calls, SMS, portal messages) to reduce no-shows, accelerate rescheduling, and improve patient access. The Team Lead provides hands-on coaching, training, and real-time feedback while ensuring seamless collaboration with providers.

Audit RN Documentation & Patient Assessments Review RN notes daily for accuracy, completeness, and compliance with Medicare and CareTalk standards. Confirm vitals, screenings, and assessments (e.g., HRA, ADL/IADL, ROS) are documented correctly. Flag errors immediately; assign corrections with clear due-by times and verify completion. Monitor RN Hours, Productivity & Throughput Track daily RN hours, visit volumes, and time-to-note-lock; reconcile logged vs. scheduled time. Identify under-utilization and overtime trends; recommend schedule adjustments to the Supervisor. Maintain RN huddle board with daily goals, blockers, and follow-ups. Order Transcription & Gap Closure Direct RN transcription of provider orders into RXNT; verify medication/diagnostic/follow-up accuracy. Ensure HEDIS/Medicare gap-closure actions (e.g., OMW/CBP/SPC) are entered promptly with correct CPT/ICD-10. Track pending orders/results and escalate delays to providers or the Quality team. RN Coaching, Training & Onboarding Run daily/weekly huddles to reinforce workflow expectations and clinical quality. Deliver targeted coaching on documentation, communication, and patient engagement skills. Create and maintain competency checklists; execute onboarding checklists for new RNs. Publish quick-hit job aids when recurring errors are detected. Collaboration with Providers Partner with the Provider Team Lead to ensure providers receive accurate, actionable patient data. Streamline RN-to-provider handoffs; remove bottlenecks and close feedback loops quickly. Surface documentation or coding issues with concrete examples and corrective guidance. Contact Center & Patient Access Responsibilities (Queue-Based Operations) Queue & Intraday Management: Monitor Zoom dashboards, balance workloads, and trigger staffing changes for peaks; coordinate RN availability for urgent clinical callbacks. Appointment Health: Drive confirmation cadence, same-day rescheduling, and waitlist fills to reduce no-shows and increase slot utilization. Scripting & QA: Ensure adherence to call/chat scripts, identity verification, HIPAA standards, and empathy language; calibrate with Quality (e.g., call-review tools) and provide RN-focused coaching. Workforce Coordination: Collaborate with contact-center leads on schedules, breaks, and coverage; escalate telephony/EMR issues to IT quickly and track resolution. Knowledge Management: Maintain up-to-date playbooks, triage decision trees, and escalation paths for clinical staff. Issue Resolution: Serve as first-line escalation for RN operational questions and complex patient access problems; ensure documented closure and learning capture.