Job Description:

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

• Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

• Gold Stevie Award Winner for Great Employers in 2024 and 2022

• We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

This opportunity represents an existing vacancy supporting current business operations.

Job Summary

Provides clinical leadership and oversight for the NB virtual care clinic, ensuring high-quality patient care and service delivery. Supports the development and implementation of evidence-based policies in compliance with NANB standards, monitors quality and performance through audits and issue resolution, and ensures adherence to SLAs and contractual requirements. Supports contracted NPs, collaborates with medical advisors and operational staff, engages external partners and clients, and supports patient communication and follow-up to drive program success.

Summary of Responsibilities

• Provide clinical leadership and professional guidance to a team of autonomous NPs delivering virtual primary care.

• Serve as a clinical resource and mentor for complex, high-acuity, or uncertain cases.

• Foster a collaborative practice environment that respects NP scope of practice and independent clinical decision-making.

• Support consistency in evidence-informed virtual care delivery across the team. · Act as the designated on-call NP for clinical consultation and escalation support.

• Along with Medical Advisors, provide real-time guidance for complex presentations, risk management concerns, and patient safety issues.

• Identify trends, risks, and opportunities for improvement in virtual service delivery.

• Ensure practice aligns with NANB standards, provincial regulations, and ensures NP scope and autonomy are clearly understood and upheld.

• Support resolution of clinical quality or patient safety concerns, participate in incident investigations, and review patient complaints with a clinical lens.

• Contribute to development and refinement of evidence-based clinical policies and virtual care protocols.

• Support implementation of new clinical initiatives or service enhancements.

• Collaborate and meet with medical advisors, operational leadership, and external stakeholders (as needed) regularly to review clinical trends, risk issues, and emerging concerns.

• Review clinical program reports and contribute to data-informed service improvements.

• Support alignment with service-level agreements (SLAs) and contractual obligations.

• Assist with patient communication and complex follow-up situations when required.

Position Qualifications:

• Minimum 3-5 years of NP practice experience (preferably in primary care or urgent care) with strong diagnostic reasoning and assessment skills.

• Previous experience in virtual care/telehealth delivery considered an asset. · Experience in quality improvement, case review, and clinical governance.

• Knowledge of contact centre or high-volume virtual care environment operations, performance metrics (KPIs), service-level agreements (SLAs), and clinical reporting, with the ability to interpret data to drive quality and service improvements.

• Previous formal or informal clinical leadership experience

• Master of Nursing (MN NP Program) – clinical practice-focused Nurse Practitioner (NP)

• License/registration with both NANB (in good standing) and, if applicable, the province where they are currently residing as mandated by their provincial regulatory body

• Optional certifications like CNA telehealth/virtual care training considered an asset

• Demonstrates commitment to advancing innovative healthcare delivery and contributing meaningfully to the organization’s mission and vision.

• Consistently delivers high-quality work, with a strong standard of performance and attention to outcomes.

• Effectively manages multiple priorities with strong planning, organization, and prioritization skills.

• Communicates clearly, directly, and accurately, translating complex information into understandable messaging.

• Works effectively within cross-functional teams and maintains strong professional relationships across disciplines.

• Understands contact centre and virtual care operations, interprets KPIs and reporting, and supports process improvements to meet performance and contractual obligations.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) for data analysis, document preparation, reporting, presentations, and professional communication.

Compensation package:

We offer a competitive and comprehensive compensation package, including:

Base Salary of $130,000 annually, commensurate with experience and qualifications
Quarterly Bonus: Eligibility to participate in a performance-based quarterly bonus program, providing additional earning potential tied to individual and/or business performance.
Bilingual Premium: Annual premium for candidates who meet bilingual role requirements

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

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