• Answers questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function.

• Ensures that coaching and huddle schedules on a regular basis are carried out.

• Ensures CNA adherence to schedules – shift schedule and off the phone schedules

• Ensure that Team Leader checklist is completed daily and submitted weekly to his/her respective leader.

• Escalate issues to Operations Manager or Shift Manager.

• Accomplish monitoring requirements as needed.

• Be able to manage and resolve CNAs’ HR-related concerns

• Be able to ensure high morale of the team by carrying out team bonding activities.

• Be able to coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).

• Be able to cascade process/ product updates to CNA on a timely manner

• Be able to create specific Individual Development Plans for CNAs over a given period.

• Be able to effectively cascade internal & client-related policies and programs to CNAs in a timely manner.

• Be able to meet with team at least once a week to discuss issues and share best practices.

• Be able to identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.

• Be able to perform special assignments or handle projects as delegated by leaders.

• Be able to submit reports as needed:

• Weekly Coaching logs

• Weekly Huddle Agenda

• Weekly & Monthly Team Performance Reviews

• Yearly Performance Appraisal for each CNA

Education:

Certificates, Licenses, Registrations: Active PHRN and US Registered Nurse (USRN) license

Experience:

• Active PHRN and US Registered Nurse (USRN) with minimum 2 years post education clinical experience. Preferably with 2 – 3 years of customer service experience.

• Strong communication and interpersonal skills.

• Computer skills: MS Office

Skills:

• Be able to provide timely and accurate updates to the CNAs through scheduled coaching time and/or ad hoc for Hotline behaviors and/or non-compliance errors.

• Be able to carry out process related activities within the prescribed turn-around time.

• Ensure that non-compliance errors are coached to CNAs within the turn-around time.

• Ensure that all monitored calls are reviewed within the turnaround time.

• Attend calibrations and alignment meetings with support groups (QA and/ or Training).

• Knows and follows existing internal and external processes of the program

• Be able to carry out disciplinary action documents on a timely manner.

• Ensures that CNAs adhere to work schedule.

• Generates individual semi-monthly Employee Attendance Records via Global ESS.

• Reflects approved changes on schedules.

• Be able to conduct yearly performance appraisals.

• Be able to investigate and validate violations to the Project Eden Code of Conduct, recommends and serves corresponding disciplinary action.

An Equal Opportunity Employer/Vet/Disability

Originally posted on Himalayas