To meet the needs of business continuity and safety standards there may be occasions that you will be required to work at our alternate site. All reasonable efforts will be made to provide you with as much notice as possible in these cases. Candidates must be able to commit to attending a full time (Monday to Friday) Orientation and Training class. Travel to both sites maybe be required during the Orientation and Training class.

Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Manager, HealthLinkBC (HLBC) Nursing Services, Ministry of Health, this position is responsible for providing clinical and operational supervision in real time to Registered Nurses within a 24/7 virtual healthcare contact centre setting. This position is supported under a management matrix agreement between the Provincial Health Services Authority (PHSA) and HLBC, Ministry of Health. In addition to providing immediate support to staff, this position is responsible for day-to-day problem solving related to staffing, technology, and business processes. This position also supports quality and safety activities through formal and informal learning, call assessments and coaching of nursing staff. Using a systems thinking approach and in accordance with Ministry of Health and HLBC standards of practice, operational policies and clinical guidelines, the Clinical Nurse Lead has the overall accountability for supporting the delivery of timely, safe, and appropriate service within an evolving health care system.

A first in Canada: minimum Nurse to Patient Ratios (mNPRs) are being introduced in B.C.! The Provincial Health Services Authority (PHSA), alongside B.C.'s other regional health authorities, is implementing mNPRs as a transformative staffing initiative that aims to improve the working environment of nurses in order to provide better quality care to our patients. Learn more at jobs.phsa.ca/mnpr.

Duties/Accountabilities:

1.    Supervises and coordinates the timely delivery of high-quality teletriage services by performing duties such as coordinating and adjusting work assignments, establishing priorities and facilitating workplace solutions, and supporting staff in clinical and operational problem solving to facilitate safe and effective patient care decisions and outcomes.  

2.    Provides day to day oversight of service delivery including operational staffing decisions and implements appropriate actions, balances call volumes, and operational priorities.  Monitors service performance and adherence to standards of care, initiates escalation processes as required, and provides direct service support, including handling calls as needed, to maintain safe, timely, and effective care.

3.    Provides nurses with real time and post call coaching, evaluation and feedback to support individual development, clinical practice, including orienting staff to and reinforcing operational processes, and ensures completion of necessary documentation. Evaluation is focused on continuous improvement and a positive patient centered experience.

4.    Provides escalation support, direction, and/or leadership for real time operational events including workplace safety and technical downtimes, and patient/family concerns.  Conducts and supports complaint investigations, ensuring appropriate communication, documentation, and implements corrective action in accordance with policy

5.    Provides input into staff performance appraisals by assessing clinical knowledge, skills and care provided; preparing written input into appraisal processes, clarifying performance expectations with staff, identifying performance related concerns, and providing feedback and recommendations to the Manager to support employee development.   Identifies learning needs for staff in conjunction with the Manager and Educator, and provides on-shift support to reinforce learning and application in practice, while contributing to the assessment of learning effectiveness.
6.    Assists nursing leadership with planning, implementing and evaluating patient care, service delivery, quality, and operational initiatives by providing input/recommendations to regarding processes, procedures and emerging issues.  Supports continuous improvement efforts to enhance efficiency, effectiveness, quality, and the delivery of patient and family-centred services.

7.    Participates in quality improvement and risk management activities utilizing a systems thinking approach through implementation and evaluation of operational and clinical practice changes, reviewing, incident reports and assisting with the identifying and monitoring trends, and providing recommendations to support quality and risk mitigation initiatives.

8.    Develops, and maintains relationships with internal and external partners, to ensure safe, efficient, and effective patient care, including collaborative issue management, and quality support.

9.    Maintains current knowledge through ongoing professional development in clinical practice, regulation requirements, legislation, technological advancements and leadership practices.

10.    Assists the Manager by attending panel interviews, providing recommendations on the selection of new staff.

11.    Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

•    Graduation from an approved School of Nursing with current practicing registration as an RN with the British Columbia College of Nurses & Midwives (BCCNM).
•    Minimum five (5) years of clinical nursing experience in acute care, community health, public health or continuing care, including one (1) year’s recent experience in a formal supervisory/leadership role, or an equivalent combination of education, training and experience.

Skills and Abilities

•    Demonstrated ability to provide leadership and collaborate effectively with, staff, patients and management.
•    Demonstrated ability to provide real-time clinical and operational leadership, supervision, and support to nursing staff, including staff oversight, coaching, performance management, scheduling and operational decision-making.
•    Demonstrated ability to work within a team-based care model to support safe, quality, and client-centred service delivery.
•    Demonstrated ability to support collaborative problem-solving and decision-making using a systems thinking approach
•    Demonstrated organizational skills, with the ability to manage competing priorities in a fast-paced environment
•    Demonstrated analytical skills and critical thinking, and sound judgment with the ability to adapt effectively to changing priorities and unexpected situations.
•    Demonstrated ability to evaluate quality of care and support adherence to professional nursing standards and clinical practice processes.
•    Demonstrated ability to take initiative to facilitate and manage change.
•    Demonstrated ability to communicate efficiently and effectively, both verbally and in writing
•    Demonstrated ability to role model, best practices and provide coaching and mentorship to support professional practice and performance.
•    Demonstrated ability to assess and address staff performance in alignment with professional standards of practice and performance measures, and contribute to formal performance appraisals.
•    Demonstrated ability to support and mentor staff during conflict situations and promote a positive working environment.  
•    Demonstrated ability to address and resolve interpersonal and workplace conflict, and promote a respectful and positive work environment.
•    Proficiency in computers, including client information system software, word-processing, spreadsheet, internet and email; keyboarding at minimum 30 words per minute.
•    Physical ability to perform the duties of the position.

Competencies

•    Service Orientation
•    Developing Others
•    Leadership
•    Change Management
•    Initiative
•    Problem Solving/Judgement

 

**IMPORTANT INFORMATION**

• NBA internal positions are posted on Tuesdays and Thursdays for a period of 72 hours.
• A selection decision will be made within 7 business days of the posting closing date.
• If an interview is required, you must be available. Interviews are scheduled for Sep 1, 2026 to Sep 10, 2026.
• The successful applicant has 48 hours to accept or decline the position.
• If you will not be available to accept or decline the job offer during the selection process, you must assign a designate that the Hiring Leader may contact during your absence. Please ensure you have clearly identified your designate on your resume or cover letter.
• If you have any questions regarding this new process, please contact the Internal Jobs Help Desk by email at internaljobshelpu@phsa.ca.