[Hiring] Nursing Operations Coordinator @Lavender

Role Description

Lavender is seeking a detail-oriented and compassionate Nursing Operations Coordinator (Virtual Assistant) to support our clinical care team. This role plays a critical part in ensuring prescriptions, lab requests, documentation, and client communications are handled accurately, efficiently, and with care.

As a key connector between pharmacies, laboratories, clients, and Nurse Practitioners, the Nursing Operations Coordinator helps resolve logistical issues, manage clinical records, and ensure providers have the information they need to focus on delivering care. This role supports a smooth client experience and the overall effectiveness of nursing operations in a virtual care environment.

Qualifications

• Post-secondary coursework or certification in healthcare administration, medical office assisting, or a related field is an asset.
• Minimum 1–2 years of experience in a healthcare, pharmacy, or medical office support role.
• Familiarity with prescription workflows, pharmacy communication, and basic medical terminology.
• Experience working with electronic medical records (EMRs) and document management systems.
• Strong organizational skills with the ability to manage multiple tasks while maintaining accuracy in a fast-paced environment.
• Excellent written and verbal communication skills, including professional client interaction and collaboration with nursing staff.
• Sound judgment and ability to recognize when issues should be escalated to an RN or NP.
• Comfort working in a remote, virtual, or distributed care environment.
• Ability to reliably work U.S. Eastern Time (EST) hours.
• Access to a personal computer, stable high-speed internet, and a quiet, professional workspace.

Requirements

• Manage incoming calls, emails, texts, and chats from pharmacies and clients related to prescriptions, prior authorizations, and labs in accordance with established service levels.
• Troubleshoot e-prescription transmission issues to ensure medications are received by pharmacies without delay.
• Process administrative medication tasks such as pharmacy transfers, brand-to-generic changes, and non-clinical prescription inquiries.
• Track, document, and escalate missing prescriptions, refill needs, and symptom-related concerns to the RN or NP as appropriate.
• Provide administrative support for lab requests, including GeneSight testing, EKGs, and other external diagnostics.
• Upload lab results to the EMR for provider review.
• Confirm completion of scheduled lab appointments and follow up with clients as needed.
• Monitor and triage incoming faxes, uploading documents to client records and routing to the appropriate provider.
• Ensure accurate, timely documentation of prescription, lab, and fax-related tasks in the EMR.
• Prepare and organize draft notes in the EMR to support Nurse Practitioners with medication refills and follow-up care.
• Process and manage release of information (ROI) requests, escalating complex cases to an RN when required.
• Provide clients with treatment summaries or documentation from their medical record upon request.
• Communicate with clients to provide updates on prescription or lab status, scheduling needs, and follow-up requirements.
• Support RNs and NPs during urgent or crisis situations by carrying out delegated administrative tasks (e.g., contacting emergency services when directed).
• Route requests appropriately to Care Team members and complete ad hoc tasks as delegated by RNs and NPs.
• Consistently meet established KPIs and SLAs to ensure timely, accurate, and efficient nursing operations support.

Benefits

• Be part of a mission-driven organization improving access to mental healthcare.
• Fully remote role with an international, collaborative team.
• Supportive and experienced nursing leadership.
• Opportunity to grow with a scaling healthcare organization.
• Competitive compensation.