CCHS Facility: Cleveland Clinic Canada
Job Title Virtual Care Support Nurse (RN/RPN)
Reporting to: Clinical 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.
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. 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, Virtual Care, the Virtual Care Support Nurse is a key member of Cleveland Clinic Canada’s virtual care clinical team. This 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.
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 (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 Coaching:
- 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:
Required Licensure, Certification or Registry
- Current registration in good standing with a Canadian provincial nursing regulatory college as and Registered Practical Nurse or Registered Nurse (multiple provincial registrations an asset).
- The nurse will be required to obtain additional licensure to support patients across Canada.
- Current BCLS; ACLS an asset (or willingness to obtain).
Education, Knowledge, Skills and Abilities
- 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 across 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
Required Length and Type of Experience
- 2–3 years of recent clinical experience; experience in chronic disease management, community health, or care coordination preferred.
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.
The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.
Pay: $70,000.00-$75,000.00 per year
Work Location: Hybrid remote in Toronto, ON M5J 2T3
