Manager of Telemetry Operations

Who We Are

Hicuity Health is the leader in delivering expert telemedicine care in support of patients and bedside care teams in acute and critical care environments. Since our founding in 2006, Hicuity Health has pioneered provider-to-provider telemedicine, fueling success with clinical and technical innovation.

What We're Solving

Hicuity Health leverages telemedicine to address clinical needs and staffing shortages for a diverse range of clients and care venues nationwide, including health systems, hospitals, post-acute care facilities, and at-home acute care environments.

Our Mission

For nearly two decades, Hicuity Health has delivered “Care Innovated” to its clients and patients. Across a range of services, Hicuity offers clinical, technical, and operational expertise that improves patient care and supports healthcare facilities nationwide.

The Role

As the leading high acuity telemedicine provider in the United States, we are seeking a highly motivated and talented individual to join our team of high performing Clinical Support professionals as the Manager- Telemetry Operations.  This position will be responsible for providing leadership and direct supervision to the Telemetry Technicians across Operations Centers where telemetry technicians are deployed (currently 4 centers).  Provides consistent and unbiased leadership to the telemetry operations team that translates into a smooth-running service line.  Additionally, the Manager-Telemetry Operations will work closely with the Director of Clinical Education, VP of Patient Monitoring, Clinical & Telemetry Supervisors, and technical teams to ensure safe and efficient delivery of high-quality telemetry monitoring services.   

• Supervision of on-shift Telemetry Technicians (currently ~25-30 technicians per shift and 100+ total technicians)
• Set the overall culture and operating cadence for the service line
• Primary escalation path for the telemetry service line needs, including Charge Nurses/Clinical Supervisors as needed.
• Responsible for maintaining telemetry technician scheduling to ensure staffing levels meet quality and budgetary targets for the telemetry service line
• Oversees daily assignment balancing for the telemetry service line.
• Ensure recruitment, interviewing, hiring needs for the telemetry service line meet established goals
• Confirms accuracy of payroll and timesheet reports for the telemetry technicians.
• Ensures telemetry staff is appropriately trained, and maintain required certification and competencies.
• Schedules and organizes all staff training, mentoring and precepting.
• Works with VP of Patient Monitoring to evolve service line workflows for highest quality and efficacy
• Assists with onboarding and training of new hires as needed
• Works with the IT team to ensure any technical issues are addressed rapidly escalating patient care interruptions as needed.
• Directs staff, responds, addresses and escalates unanticipated sudden changes that may occur in the telemetry operations.
• Responsible for telemetry technician performance and annual performance reviews.
• Works with Director of Clinical Education to educate/re-educate telemetry staff as needed.
• Identifies, addresses, resolves and/or escalates technical, operational, behavior issues as necessary of the telemetry service
• Productivity reporting for the telemetry service line.
• Recommend and implement agreed productivity/workflow enhancement initiatives.
• Discovery, communication, escalation of telemetry patient/client issues.
• Identify, train and maintain designated telemetry leads.
• Staff audits as required to maintain quality assurance.
• Completes yearly competency requirements for all clinical team members according to Joint Commission requirements.
• Participate/Lead telemetry team meetings.
• Monitors and maintains accuracy of time and attendance and resource utilization for the telemetry team.
• Participate in workgroups and meetings as assigned by the VP Patient Monitoring.
• Upholds the highest level of confidentiality and privacy with regards to patient, employee and organizational considerations.
• Ability to problem solve including:
• Identifying contributing factors
• Assist in identifying and recommending solutions
• Assist in implementing solutions

What We’re Looking For

• Direct experience leading telemetry teams
• Licensed Registered Nurse or Licensed Respiratory Therapist, Bachelor of Science Degree preferred
• Minimum of 4 years of supervisor experience preferred
• Proven leadership, facilitative and clinical educational skills
• Evidence of collaborative practice with clinical team members and clinical leadership
• 5 years of telemetry, cardiac care or critical care experience
• Flexible full time (40 hours per week) schedule and availability, ability to travel occasionally
• Being Available by phone for weekends or off hours may be required.
• Weekend availability may be required
• Must be computer literate with proficiency in MS office
• Experience with multiple telemetry platforms preferred, but not required
• Strong communication, collaboration skills, leadership ability, teamwork, problem solving, critical thinking and confidentiality
• Excellent listening skills
• Ability to diffuse tense situations during a shift
• Technical competence and ability to quickly learn both workflow/processes and complex user interfaces

As Part Of Our Team, Team Members Receive 

• Hicuity Health fuses a friendly and collegial work environment with high performance standards.  
• Our compensation plans include:
  • Base salary
  • Generous paid time off
  • Bonus opportunity
  • Competitive benefit programs

Hicuity Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.