CLEVELAND CLINIC CANADA
Job Description
CCHS Facility: Cleveland Clinic Canada
Department: Express Care Online
Job Title Virtual Care Support Nurse (RN/RPN)
Reporting to: Nurse Practitioner Team Lead, Virtual Care
Position Type: Full-time (40 hours per week)
Schedule: Monday to Friday, standard business hours, with flexibility to support patients and the Nurse Practitioner team across multiple Canadian time zones, including Saskatchewan (CST)
ABOUT CLEVELAND CLINIC
As a global, academic medical Centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Our ongoing commitment to innovation and research has led to many incredible medical firsts including the first coronary artery bypass. These extraordinary credentials along with our passion for our patients have generated global recognition and demand for our model of care. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.
GENERAL SUMMARY:
Under the direct supervision of the Clinical Lead Nurse Practitioner, Virtual Care, the Registered Nurse/Registered Practical Nurse is a key support member of Cleveland Clinic Canada’s virtual care clinical team, Express Care Online. This remote role ensures efficient results management, community health and resource coordination, chronic disease management coaching, care navigation, and continuity of care for patients in Saskatchewan and across Canada.
HOURS AND SCHEDULING:
· Standard hours are Monday to Friday, core business hours, with flexibility to support patients and Nurse Practitioners across multiple Canadian time zones.
· This is a remote, virtual care position; occasional availability outside standard hours may be required to support urgent results management and scheduled telephone follow-ups.
· This position supports both clinical and administrative functions of Express Care Online across Saskatchewan and other Canadian provinces served.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Results Management: Manages, triages, and routes incoming lab, diagnostic imaging, and specialist consultation results to the appropriate Nurse Practitioner for review and action.
- Communicates patient results clearly, concisely, accurately, and in a timely manner. Discusses test results and responds to questions pertaining to health promotion and disease prevention, adapting education to meet patients’ needs, and coordinates appropriate follow-up.
- Identifies and escalates abnormal, urgent, or critical results according to established Clinical Practice Protocols, ensuring timely Nurse Practitioner notification and follow-up.
- Community Health and Resources Management (Saskatchewan and Across Canada): Maintains current, accurate knowledge of community health resources, social services, mental health supports, and provincial referral pathways across Saskatchewan and other Canadian provinces served by the virtual care program.
- Connects patients to appropriate community-based programs, social supports, and allied health services based on identified needs and social determinants of health.
- Builds, organizes, and continuously updates a provincial community resource directory to support Nurse Practitioner referrals and patient navigation.
- Chronic Disease Management Coach: Provides structured coaching and follow-up support for patients managing chronic conditions (e.g., hypertension, diabetes, dyslipidemia), supporting self-management goals through motivational interviewing, health education, and behaviour change strategies.
- Monitors chronic disease metrics (e.g., blood pressure readings, glucose logs, weight trends) between Nurse Practitioner visits and escalates concerns as needed.
- Care Navigation: Serves as a primary point of contact coordinating patient care pathways across virtual primary care, specialist referrals, diagnostics, and community services.
- Assists patients in navigating multi-provincial healthcare systems, including differences in provincial coverage, wait times, and referral processes, and coordinates timely scheduling and tracking of consults and diagnostic tests to closure.
- Specialist Compendium: Develops and maintains an up-to-date compendium of specialists and specialty services by province
- Telephone Follow-Ups: Conducts scheduled telephone follow-up calls for post-visit check-ins, medication reviews, chronic disease monitoring, and results discussion.
- Triages patient phone calls and emails appropriately. Assesses patients’ health needs and coordinates patient consults as required.
- Maintains accurate, concise, and confidential electronic medical record documentation (i.e. EPIC) pertaining to patient history and encounter data.
- Upholds privacy and security standards for virtual care delivery in accordance with PHIPA, PIPEDA, and other applicable provincial health information legislation.
- Demonstrates leadership skills in the coordination and provision of virtual healthcare. Takes responsibility for identification of own professional growth and development needs and meets all departmental/organizational education requirements.
- Interacts with patients, Nurse Practitioners, physicians, and other caregivers in a caring, compassionate, and supportive way. Resolves difficult conversations or situations in a professional manner with input from others as needed.
- Demonstrates leadership and collaboration to foster a cohesive working dynamic among the Nurse Practitioner team, referral coordinators, and specialists, working collaboratively with the Director of Virtual Care and the Nurse Practitioner Team Lead to drive seamless virtual clinic operations.
- Performs additional duties as required to support departmental and organizational needs.
MINIMUM QUALIFICATIONS:
- Current registration in good standing with a Canadian provincial nursing regulatory college (registration with the Saskatchewan College of Nursing required; additional provincial registrations an asset)
- The nurse will be required to obtain additional licensure to support patients across Canada, in which will be reimbursed those costs.
- RPN or RN designation
- Current BCLS; ACLS an asset (or willingness to obtain)
- 2–3 years of recent clinical experience; experience in chronic disease management, community health, or care coordination preferred
- Demonstrates strong patient assessment, triage, and health coaching skills
- Excellent verbal and written communication skills, with the ability to build rapport with patients by telephone and virtual care platforms
- Demonstrates initiative and the ability to function both independently and as a team member in a fast-paced, remote/virtual environment
- Excellent organizational skills and the ability to manage competing priorities across multiple provinces and time zones
- Knowledge of community health resources, social services, and referral pathways in Saskatchewan and other Canadian provinces
- Experience with EMR software (preferably EPIC) and virtual care/web-based platforms
- Professional behavior and communication that meets the standards of the applicable professional regulatory college or association, as well as the standards of Cleveland Clinic Canada
- This position plays a critical role in acting as an advocate for patients and will demonstrate principles, practices and processes for safe, equitable care for all patient populations
- Preferred: bilingual proficiency in English and French
- Preferred: EPIC competency
Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.
CCHS ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS:
All employees are expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position.
Customer Service Orientation includes attitude, behaviour, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
Adaptability includes teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback.
Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
Essential Job Requirements includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills.
Pay: $70.00-$75.00 per hour
Work Location: Remote
