Call Center Clinical Nurse

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.

Service Standards

Service Standards and Behaviors are the non-negotiable expectations for how we engage with patients, partners, and each other — across every interaction, every channel, every team.

• Service Standards are ‘The What’. What we commit to delivering regardless of channel, role, context etc.
• Behaviors are ‘The How’. The playbook to bring service standards to life every day.
• Service Behaviors
  • Active Listening & Emotional Validation
    • They Truly Listened and understood me.
  • Clarity & Competence
    • They explained things clearly and I trust them.
  • Genuine Care & Connection
    • They made me feel seen, understood, and valued.
  • Trust & Follow-Through
    • I can count on them every time. 
  • Value in every interaction
    • Every interaction helps me, even in a small way.

Minimum Qualifications

• Compact Licensure: Active and unrestricted Registered Nurse (RN) compact license
• Bilingual capabilities (Spanish or other language)
• Experience: Minimum of 2 years of clinical nursing experience; telehealth, home health, or remote monitoring preferred.
• Experience working in a fast-paced environment
• Skills:
  • Strong clinical judgment, phone etiquette, and documentation accuracy.
  • Comfortable navigating electronic health tools, workflows, and productivity platforms.
  • Self-directed with strong time management and adaptability in a remote work setting.   

Preferred Qualifications

• Experience working in chronic disease management (diabetes, CHF, wound care, etc.).
• Familiarity with CMS quality metrics and telehealth compliance.
• Ability to work evening and Saturday hours

Performance Expectations

• Patient Contact Rate
• QA Score
• Callback Completion
• Inbound Responsiveness
• Documentation Timeliness
• Clinical Escalations

Core Competencies

• Compassionate Communication
• Clinical Accuracy & Judgement
• Adaptability in Changing Workflows
• Service Recovery & Professionalism
• Accountability & Ownership
• Cultural Sensitivity & Equity in Care

Benefits:

• Base Pay: 75k+ base salary commensurate with experience
• Annual Bonus Opportunity
• Equity Options
• Flexible Paid Time Off (Guaranteed four (4) weeks of PTO)
• Paid Sick Leave (up to forty (40) hours annually)
• Fully Paid Parental Leave (twelve (12) weeks for birthing parents, eight (8) weeks for non-birthing/adoptive parents)
• Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.
• Health Savings Account with employer contribution
• Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
• 401k
• Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident
• Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance
• Additional life insurance, critical illness, and accident coverage are available

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.