Call Center Clinical Nurse - PST Hours

Job Title:Call Center Clinical Nurse

Department:Clinical and Service Operations
Location:Remote
Reports to:RN Supervisor

Key Relationships:Patients, caregivers, care teams, customer resources
About Podimetrics :

Founded in 2011, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.

Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the health and financial implications of diabetic foot complications in high-risk populations. We are a mission driven, financially responsible enterprise that enables patients to stand on their own feet and live more independent and fulfilling lives.
Core Values:

- Mission First: We are here to drive critical change, bring hope and compassionate care to those in great need.

- People Matter Most:We advance our mission by caring for our people (colleagues, patients, providers, customers and stockholders), treating them with kindness and respect.

- Courageous Action:We are driven to act and demand mutual accountability. We believe that missteps foster learning and iterative improvement.

- Healthy Debate:We commit to transparent discussion and resulting decisions. The very best decisions come from differing points of view, requiring good intentions, mutual trust and no ego.

- Deep Curiosity:We are always striving to learn more and do better. We question if the best we have ever done couldn’t be improved further.

Role Description:

The Nurse, Clinical Service Excellence plays a vital role in delivering proactive, compassionate, and evidence-based care to patients enrolled in our remote monitoring programs. This nurse is responsible for engaging with patients via telephone to educate, assess, document, and escalate findings using standardized protocols. Nurses in this role help reduce risk, improve outcomes, and ensure a seamless, supportive care experience.
Key Responsibilities
Patient Outreach & Education:

- Contact patients in a timely manner based on triggered alerts, protocols, or follow-up needs.

- Conducts telephonic assessments based on care model to then evaluate findings that require intervention by a health care provider, identify continuing educational or coaching needs, and reinforce foot care best practices.

- Deploys a patient-centered approach that provides an exceptional patient experience.

- Support efforts to ensure patients are adherent within in the Podimetrics program.

- Provides feedback and voice-of-the-patient experience to inform program, process, and technology improvements.

- Accurately document patient findings, symptoms, and trends using Podimetrics systems and SOPs.

- Identify high-risk indicators and initiate appropriate clinical escalations to the provider or care team.

Workflow Execution:

- Efficiently manage assigned queues including outbound calls, inbound calls, escalations, inflammation check-ins, and pilot-specific protocols.

- Complete all documentation within required timelines to maintain service-level standards.

- Maintain reliable remote connectivity and demonstrate the ability to troubleshoot basic technical issues independently to ensure uninterrupted workflow and patient support.

Cross-Team Collaboration

- Communicate clearly with peers, leads, and managers to ensure continuity of care and seamless handoffs.

- Contribute insights during huddles or team meetings to support service excellence.

Quality & Performance Monitoring

- Meet or exceed quality standards, productivity goals, and patient experience expectations.

- Participate in peer reviews, audits, and improvement initiatives.

Qualifications

- Compact Licensure: Active and unrestricted Registered Nurse (RN) compact license

- Bilingual capabilities (Spanish