Nurse Educator

Key responsibilities

• Assist providers in completing the TRAIN modules, ensuring they are proficient in QTC/VA-specific procedures
• Conduct introductory trainings with new providers in General Medicine, Mental Health, Audiology, Dentistry, Ophthalmology, providing a comprehensive understanding of various medical conditions veterans may claim.
• Maintain detailed logs of providers onboarded, tracking their progress and performance.
• Conduct training sessions on portal and medical records navigation, ensuring providers can efficiently access and update patient records.
• Conduct pre-appointment meetings to prepare providers for upcoming VA Disability Exams, providing guidance on the evaluation process.
• Evaluate examination reports after appointments to ensure they are accurate, complete, and meet VA standards.
• Act as a liaison between operations and providers, troubleshooting logistical issues, and ensuring a smooth examination process. This may include travel within Germany to ensure seamless provider delivery.
• Assist providers in translating their medical rationales into phrases consistent with the United States Veterans Affairs terminology.
• Possess a deep understanding of the PACT ACT (Presumptive Conditions of Toxic Risk Exposure) and Toxic Risk Exposure Presumptive Conditions to guide providers in assessments and claims.
• Conduct audit reports and re-coaching sessions to ensure that providers consistently deliver accurate and complete examination reports.
• Provide IT support to international providers via Microsoft Teams
• Familiarity with the QTC database for medical evaluation protocols, medical record review, and available resources, enabling effective guidance to providers.
• Offer tutorials on the use of the portal system, aiding providers in efficient navigation
• Monitor and respond to emails related to emergent or urgent requests from collaborating providers or the operations team.
• Understand the military hierarchy, branches, and the U.S. system to provide background training to international providers
• Positively promote Intl. SOS to other organisations in all forms of written and verbal communication, with clients and providers.
• Responsibility for managing and resolving complaints as they relate to service recovery efforts.
• Participate in client calls related to service recovery as designated by the Director of Global Service Delivery, Government Programs; Veterans Benefits Administration, Nurse Manager or overseeing medical directorship.
• Partner with the medical management team to organize and implement quality assurance audits.
• Maintain standards to support continuous quality oversight demonstrated by completed corporate templates, result tracking, and ongoing coaching.
• Partner with medical team management to organize and implement quality assurance audits.
• Supports and resolves medical team complaints by investigating feedback and cases
• Participates in monthly meetings with the management team to discuss best practices and remediation plans for continuous quality improvement.
• Partners with Q, L&D leaders to develop, implement and monitor new-hire induction process.
• Prepares pre-induction tasks such as creating new inductee schedules, meeting invites.
• Work safely to protect themselves and others from injury and report any work hazards.
• Get to know emergency procedures and the location of the first aid kit and AED.
• Ask questions to check or clarify any issues relate to OH&S training

About you

• Excellent written and spoken English and German languages essential
• Bachelor’s degree or equivalent qualification
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare environment an advantage.
• Demonstrates accountability, confidentiality and ability to handle client related queries.
• Sound knowledge of healthcare products and services.
• Proficient understanding of client case management software, knowledge of CRM/Call Centre telephony systems.
• Ability to coach, mentor and impart knowledge to staff.
• Sound decision making capabilities and demonstrable leadership ability.
• Proficiency in MS Office and database management
• Advanced public speaking skills to small and large groups.
• Maintained membership in professional nursing affiliation group in related medical field
• Achievement orientation, initiative, organizational commitment
• Relationship building, analytical thinking, flexibility within a team setting
• Adhering to organizational ethics, principals and core values
• Delivering results and meeting customer and internal expectations
• Adapting and responding to change; coping with pressure and setbacks
• Typically 10 years’ experience working in customer service focused roles ideally in the medical community or with providers.
• Experience within healthcare operations.
• Typically, at least 5 years’ experience in a management capacity.
• Knowledge of US active-duty military an advantage.
• Experience in training/teaching/quality assurance geared towards medical professionals
• Familiarity with measuring learning efforts and specific needs assessments
• Demonstrated proficiency in coaching others to improve performance (certification in coaching is desirable).
• Demonstrated ability to interface effectively and confidently at all organizational levels to achieve a pre-determined goal