Founded over 35 years ago, First Quality is a family-owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies, employing over 5,000 team members, while maintaining our family values and entrepreneurial spirit. With corporate offices in New York and Pennsylvania and 8 manufacturing campuses across the U.S. and Canada, the companies within the First Quality group produce high-quality personal care and household products for large retailers and healthcare organizations. Our personal care and household product portfolio includes baby diapers, wipes, feminine pads, paper towels, bath tissue, adult incontinence products, laundry detergents, fabric finishers, and dishwash solutions. In addition, we manufacture certain raw materials and components used in the manufacturing of these products, including flexible print and packaging solutions.
Guided by our values of humility, unity, and integrity, we leverage advanced technology and innovation to drive growth and create new opportunities. At First Quality, you’ll find a collaborative environment focused on continuous learning, professional development, and our mission to Make Things Better®.
We are seeking an eNurse for our First Quality Products working remotely.
The Prevail eNurse is a value proposition offered to all products in the First Quality portfolio, providing immediate access to clinical support. True concierge care is provided through the eNurse program, with high-quality guidance provided to individuals by a licensed nurse. The Prevail eNurse delivers an extraordinary level of service to First Quality customers on a continuous basis.
The eNurse will utilize knowledge of all First Quality products to make informed decisions to assist callers. They will do so by gathering data by actively listening to the caller to solve product-related concerns. This includes determining the appropriate products for the individual's current circumstance and troubleshooting any issues the individual may be experiencing.
Primary responsibilities include:
These responsibilities ensure that the eNurse support operates efficiently and effectively while providing essential customer support.
Accept inbound calls from the 24/7 clinical support line.
Adhering to all relevant healthcare regulations, including HIPAA, to maintain confidentiality of interactions.
Provide empathetic and respectful service consumer support and education in a call center environment.
Facilitate communication between callers/visitor/email correspondence with clinical team and leader.
Perform necessary tasks for product trials and conversion.
Drive client success through effective account management and demonstrate strong decision-making skills to address client needs and resolve issues-proactively.
Interact with National Accounts & Sales Ambassadors to maintain business.
PPD Management and clinically related request
Documentation of interactions and maintaining accurate records.
Assist individuals with navigating FQ programs, resources, and digital tools.
Monitor Clinical Support Inbox, Order Calculator Support Inbox, and eNurse inbox.
Completion of Quick Order Calculator
Virtual education sessions
Provide clinical support and ongoing needs for all areas of the FQP business (LTC, Homecare, Retail) via phone, chat, webinar, or video consultation.
Collect, create, and maintain the typical consumer and facility questions repository with appropriate and approved First Quality responses.
Relies on experience and judgment to plan and accomplish goals and objectives. Be flexible, hands-on, and results oriented. Must be a team player.
Follow organizational policies and procedures to maintain high standards of clinical support.
Participate in ongoing training to stay current with industry, technology, and clinical best practices.
Engaging in quality improvement initiatives to enhance eNurse support.
Work collaboratively with other clinical team members to provide comprehensive support to FQ customers.
Other clerical/administrative duties as assigned.
The ideal candidate should possess the following:
Must be a LVN, LPN, or RN with updated and current licenses and certifications.
Minimum 3 years clinical experience preferred.
Proficient in English, Bilingual an asset.
Previous telehealth/clinical informatics experience preferred.
Ideal candidate would have clinical and business experience.
Strong verbal and written communication skills.
Positive and helpful attitude with excellent Interpersonal skills are necessary.
Knowledge of Microsoft Office software, i.e., TEAMS, Outlook, PowerPoint, Excel
- Must be organized and able to set priorities.
Physical and Other Requirements:
Some travel (carrying baggage, using a computer, etc.)
Repetitive motion. Such as bending, standing, twisting, stooping, and sitting.
Able periodically to lift to 25 pounds.
Able to be at a home workstation with a computer and phone for extended periods of time without distraction.
What We Offer You
We believe that by continuously improving the quality of our benefits, we can help to raise the quality of life for our team members and their families. At First Quality you will receive:
Competitive base salary and bonus opportunities
Paid time off (three-week minimum)
Medical, dental and vision starting day one
401(k) with employer match
Paid parental leave
Child and family care assistance (dependent care FSA with employer match up to $2500)
Bundle of joy benefit (year's worth of free diapers to all team members with a new baby)
Tuition assistance
Wellness program with savings of up to $4,000 per year on insurance premiums
...and more!
First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.
First Quality is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.
Top Skills
What We Do
First Quality was founded over 30 years ago and has grown to become a diversified family of companies with over 4,000 employees. Manufacturing Adult Incontinence Products, Feminine Hygiene Products, Baby Wipes, Adult Washcloths, and Consumer Paper Products, we serve institutional and retail markets throughout the world. Our trusted, household brands include Prevail®, Cuties®, Plenty®, Panda®, and Incognito®
Our facilities operate independently to maintain focus on the markets they serve, but benefit from being a part of the First Quality family of companies. We may be spread out across 9 locations and 2 countries, but we are one team! With our focus on innovation, technology, and sustainability, we strive to create the best products that stand out and make a real difference in people’s lives without ever sacrificing quality for affordability.
If advanced technology, innovative thinking, and a passion for challenging the status quo excite you, come join our team at First Quality! When you look at one of our job listings what you’ll find is an opportunity: to meet teams who challenge each other to improve, encounter leaders who empower you to experiment, and discover work that inspires you. As a new employee in our FQ family your training begins day one and continues throughout your career as you learn and grow with our organization. Be part of making things better – apply today to join our team at www.firstquality.com/join-us!
