Job Summary

Reporting to the Team Manager, the Shift Leader oversees the day-to-day call centre activities in accordance with legislative requirements, HLBC mission, operational policies and clinical guidelines. Adhering to the College of Registered Nurses of BC standards and other best practice approaches, this position is responsible for supervision of Telenurse work to ensure provision of safe, competent and ethical telehealth care.

The Shift

Leader provides the first point of contact in any client service escalation.

Duties/Accountabilities

- Oversees the day to day call centre activities by performing duties such as coordinating work assignments, monitoring service delivery, giving technical advice and providing work direction.
- Monitors call flow and adjusts staffing levels as necessary; ensures that service targets are achieved and standards of care are maintained. Takes calls according to call flow protocols.
- Communicates operational or resource changes as necessary and escalates operational or technical issues using appropriate reporting and communication mechanisms.
- Acts as a resource to telenurses by demonstrating procedures and technology use, answering questions and supporting learning related to practice, protocols, problem solving, conflict resolution and troubleshooting.

Advises Team

Manager of any issues or concerns.

- Provides critical input into the performance evaluations of telenurses. Completes coaching forms and associated documentation as necessary for review by Team Manager.




- Resolves any escalated client services issues including evaluating and documenting all complaints and forwards report(s) as per department policy.
- Maintains awareness of risk management, quality, privacy, confidentiality, and/or informed consent issues; follows up and resolves in a timely manner.
- Maintains current knowledge of telehealth clinical and technical practice by participating in continuing education activities regarding clinical practice, regulatory guidelines, legislation, technical advances and call centre supervisory practices.
- Contributes to committee work, case conferences or other meetings as required.
- Supports policy implementation such as privacy, confidentiality and security policies and guidelines. Informs staff and contracted resources of roles and responsibilities, and supports ongoing privacy and information security awareness, education and training
- Responsible for supporting the implementation of a proactive privacy framework based on sound principles of privacy, security and confidentiality, and supporting the development of a culture where privacy is seen as design objective for information and technology.
- Performs other related duties as assigned.

Qualifications Education,



Training and Experience

- Graduation from an approved School of Nursing with current practicing registration as an RN with the British Columbia College of Nursing Professionals (BCCNP).
- Minimum five (5) years recent relevant nursing experience, plus supervisory certificate
- Education or experience in telenursing and contact centres an asset.

Skills And Abilities

- Supervisory skills with the proven ability to supervise in a team setting
- Effective customer service skills
- Ability to communicate efficiently and effectively both verbally and in writing
- Ability to give and receive feedback effectively.
- Organizational skills, with proven abilities to prioritize multiple demands in a fast paced environment
- Ability to work independently and collaboratively, meet deadlines and take initiative.
- Ability to establish and maintain effective working relationships with colleagues and management staff
- Ability to resolve conflict and promote a positive working environment
- Critical thinking skills and problem-solving skills.
- Ability to readily locate medical/professional-related topics or information.
- Ability to operate related equipment.
- Proficiency in computers, keyboarding at 30 words per minute and relevant software such as word-processing, spreadsheet and contact centre applications.
- Physical ability to perform the duties of the position

Competencies

- Service orientation
- Results focused
- Teamwork and Cooperation
- Developing Others

📌 Clinical Nurse Lead, HealthLinkBC (Burnaby)
🏢 Provincial Health Services Authority
📍 Burnaby