• Team Leadership & Coaching: Manage, coach, and mentor a team of US-licensed

Clinical Nurses. Conduct regular 1:1s, performance reviews, and provide constructive

feedback to ensure high-quality patient interactions.

• Operational Performance: Monitor and drive key performance indicators (KPIs) such

as schedule adherence, average handle time (AHT), quality assurance (QA) scores, and

successful MTM completion rates.

• Escalation Management: Serve as the first point of leadership escalation for complex

patient interactions, technical issues, or workflow roadblocks.

• Transition Support: Actively guide and support nurses transitioning from local bedside

practice into a highly regulated US telehealth setting, ensuring they build confidence in

telephonic patient care.

• Process Improvement: Collaborate with the Operations Manager and SMEs to identify

workflow inefficiencies and implement process improvements.

• Compliance Oversight: Ensure the team strictly adheres to HIPAA regulations, data

privacy laws, and MTM clinical guidelines.