Virtual Nursing Services, LLC

Job Summary

The Manager, Virtual Services Center oversees daily operations, staff management, and the implementation of patient safety monitoring protocols to ensure high-quality care is provided through virtual services. This role maintains 24-hour accountability for the Virtual Monitor Technicians and Virtual Nurses, ensuring proper staffing, workflow, and collaboration with nursing personnel across hospital sites. The Manager is responsible for fiscal, human resources, and operational functions within the center and is a key liaison between the Virtual Services Center and hospital leadership.

Essential Functions

• Manages the day-to-day operations of the Virtual Services Center, ensuring that staffing levels, patient monitoring protocols, and system performance meet organizational and patient safety needs.
• Oversees scheduling, staffing, and personnel management for the Virtual Monitor Technicians and Virtual Nurses, ensuring proper skill mix and coverage based on patient census.
• Coordinates staff training, development, and competency evaluations within the Advanced Learning System (ALC), supporting the professional growth of team members.
• Serves as the primary liaison between the Virtual Services Center and hospital leadership, facilitating communication and resolution of patient escalations, staffing needs, and operational concerns.
• Ensures timely and effective communication of patient safety risks and escalations to hospital supervisors, working collaboratively to implement de-escalation strategies.
• Participates in recruitment, hiring, onboarding, and retention efforts, ensuring a positive work environment and facilitating employee satisfaction and long-term retention.
• Provides real-time coaching, mentoring, and counseling to staff regarding performance and behavior, fostering a culture of accountability and professional growth.
• Manages payroll, timekeeping, and budgetary responsibilities for the Virtual Services Center, ensuring adherence to department calendars and fiscal policies.
• Leads or participates in continuous improvement initiatives to optimize the efficiency and effectiveness of the Virtual Services Center's operations.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree in Nursing, Healthcare Administration, or a related field required
• Master's Degree preferred
• 3-5 years of experience in a virtual services, command center, or nursing required
• 2-4 years of experience as a healthcare lead or in a supervisory position required

Knowledge, Skills and Abilities

• Strong leadership and management skills, with the ability to oversee multiple levels of personnel and maintain accountability for patient care services.
• Excellent communication and interpersonal skills to work effectively with hospital staff, leadership, and external partners.
• Ability to manage multiple priorities in a fast-paced, virtual environment, ensuring seamless operations and patient safety.
• Proficiency in scheduling, payroll, and timekeeping systems, as well as budget management.
• Strong critical thinking and problem-solving skills, with the ability to navigate complex staffing and patient care situations.
• Demonstrated professionalism and ethical behavior, with a commitment to upholding the CHS Code of Conduct and organizational values.

Licenses and Certifications

• RN - Registered Nurse - State Licensure and/or Compact State Licensure required
• BCLS - Basic Life Support certification within first 90 days of employment required