Nurse Case Management Support – Supervisor (USRN)

Role Overview:
The Nurse Case Management Support Nurse Supervisor is a Philippines-based, U.S.-licensed nurse responsible for overseeing daily support nurse operations for Nurse Case Management services. This role supports quality, timeliness, compliance, training, escalation management, and workflow consistency for team members assisting Nurse Case Managers with workers’ compensation claims. 

Primary Duties and Responsibilities: 

• Provide day-to-day supervision, coaching, and support for Nurse Case Management Support Nurses. 

• Monitor work queues, case assignments, turnaround times, and documentation quality to ensure timely and accurate support to Nurse Case Managers. 

• Ensure team members follow jurisdictional requirements, client instructions, injured worker contact permissions, and internal case management protocols. 

• Review or audit documentation summaries, injured worker communications, provider letters, work status updates, and case file attachments for accuracy and completeness. 

• Serve as escalation point for questions related to injured worker contact permissions, attorney representation, employer coordination, service instructions, and compliance concerns. 

• Coordinate training for new hires and ongoing competency development related to workers’ compensation, documentation standards, communication expectations, and case management workflows. 

• Partner with Nurse Case Managers and clinical leadership to resolve workflow barriers and improve support processes. 

• Track trends, identify process improvement opportunities, and recommend changes to strengthen efficiency, quality, and compliance. 

• Perform other assigned duties and responsibilities as deemed necessary. 

Qualifications: 

• An active Nursing license in the Philippines and in the mainland US. 

• At least 3 years of experience supporting U.S. healthcare 

• At least 2 years of lead, supervisory, quality review, training, or team coordination experience. 

• Experience in Workers’ Compensation, Utilization Review, Case Management, or related clinical operations preferred. 

• Strong knowledge of clinical documentation, medical terminology, provider communication, injured worker communication, and case management support workflows. 

• Ability to coach team members, manage escalations, monitor productivity, and reinforce quality and compliance expectations. 

• Excellent written and verbal communication skills, sound judgment, strong decision-making, and demonstrated problem-solving ability. 

• Proficient computer literacy, including MS Office Suite, electronic medical records, and case management platforms. 

• Willing to work any assigned shift during a work week to support U.S. business hours and client needs. 

• Availability to work from Makati City or any assigned office location, as required.