Team Lead Clinical Services

About the role

The CARES Center is our enterprise access and remote care hub, delivering Access to Resources, Education, and Support (CARES) to children and their families. Reporting to the Senior Manager, Clinical Services, this is primarily a frontline clinical role: 80% or more of the individual's time is spent performing nurse triage, delivering high-quality, evidence-based virtual care to pediatric patients and families. Up to 20% of the team lead’s time will be dedicated to team lead responsibilities that complement and enhance the work of the Clinical teams. In this capacity, the Team Lead serves as a peer leader and subject matter expert across the triage, care coordination, and care management teams - supporting team development and operational excellence without direct supervisory responsibilities.

Responsibilities

• Monitor and respond to patient inquiries and escalations across multiple channels (phone, patient portal, secure SMS), providing prompt, efficient responses.
• Work clinical inboxes and inbound phone queues, completing assigned tasks and supporting workflow continuity during periods of peak volume or staffing shortages.
• Collaborate with interdisciplinary teams to coordinate care for patients and families.
• Maintain thorough, accurate documentation of all interactions while upholding HIPAA compliance and patient confidentiality.
• Perform nurse triage and remote clinical assessment for pediatric patients and families, delivering evidence-based care in accordance with established protocols.
• Monitor and respond to daily patient communication channels, phone queues, inboxes (i.e. “buckets”) and team member availability to deliver targeted service-level performance.
• Oversee daily nurse triage operations
• Assist in the onboarding and training of new and established team members; supporting their professional growth, development, and empowerment
• Monitor and drive adherence to quality metrics, and conduct audits
• Collaborate with interdisciplinary teams for care coordination
• Provide virtual triage support as needed
• Support attainment of CARES Center service-level targets (e.g. call response time, abandonment rate, patient satisfaction scores)
• Identify process gaps or operational bottlenecks and recommend improvements to management to enhance operational efficiency and patient experience
• Monitor and drive adherence to workflows and quality standards amongst the clinical team (nurse triage, case management and care coordinators)
• Leads implementation of approved process changes and ensures adoption across the team
• Monitor and respond to patient inquiries and escalations received through multiple channels (phone, patient portal, secure SMS), providing prompt and efficient responses.
• Identify and receive referrals for patients with complex needs, actively engaging families and caregivers to promote participation in community resources, care management, and other services as appropriate.
• Support training and deployment of tools that support proactive engagement with families to connect them with community resources, care management programs, and social support that improve health outcomes.
• Support compliance with Florida AHCA and CMS eligibility requirements for pediatric care coordination, including accurate documentation, verification of coverage, and adherence to managed care protocols for children with special health needs.

Qualifications

• Bachelor's degree in nursing required
• Active Florida RN license
• Minimum 3-5 years clinical experience
• Pediatric experience required
• Prior supervisory experience preferred
• BLS certification required
• Strong clinical judgment and critical thinking
• Strong communication and interpersonal skills
• Strong coaching and mentoring skills, promoting collaboration, accountability, and continuous improvement among team members.
• Emotional intelligence and adaptability, creating a supportive environment for both clinical and non-clinical staff.
• Ability to foster a positive, inclusive, and mission-driven team culture, reinforcing Bluebird Kids Health values in daily operations.
• Excellent organization and time management
• Proficiency in using healthcare technology platforms, including electronic health records (EHR)
• Knowledge of Florida Medicaid/AHCA and CMS eligibility requirements, including documentation standards and care coordination protocols (preferred)
• Strong problem-solving and conflict resolution skills, with a focus on supporting team performance and resolving challenges in a collaborative manner.
• Bilingual English/Spanish preferred

Benefits

The opportunity to lead a product-first technology agenda within a mission-driven pediatric care delivery organization.
A competitive compensation package with performance incentives and, for some roles, equity participation.
A collaborative and dynamic workplace with significant professional growth opportunities.
A diverse and inclusive company culture that values every team member's contribution to our mission.
Competitive medical, vision, and dental insurance products.
Other programs including employee assistance, caregiver support, commuter benefits, flexible spending accounts, health savings accounts, short- and long-term disability benefits, and other exclusive employee benefits)
Generous paid time off