Clinical Nurse Lead, HealthLinkBC

Clinical Nurse Lead (Shift Leader)
HealthLink BC
Burnaby, BC

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, HealthLink BC (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.

Duties

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.

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.

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.

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

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.

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.

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.

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

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

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

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

Job Type: Permanent (Full-Time), FTE 1.0 Wage: $49.20 - $63.47/hour Location: Langley, BC (NOT REMOTE) Requisition Number: 204252E Hours of Work: Line 2: Rotating - 0700-1915 / 1900-0715 Applications will be accepted until position is filled.

What we do

Healthlink BC (HLBC) operates as a branch of the Primary Care Division with the Ministry of Health.

Healthlink is a 24/7/365 telehealth platform that provides BC and Yukon residents access to non-emergency health information, health advice and assistance in navigating the provincial health care system. HLBC is composed of a multidisciplinary team of dietitians, qualified exercise professionals, health service navigators, pharmacists and registered nurses that deliver health information via telephone (8-1-1) and web (healthlinkbc.ca). To fulfil the strategic directives of the Ministry of Health (MOH), the Telenurses are employed through the Provincial Health Services Authority (PHSA) and work in close partnership with BC Public Service Agency (PSA) employees.

TeleNurses provide non-emergency health information and advice in a 24/7/365 work environment.

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services.

BCEHS is part of the Provincial Health Services Authority (PHSA).

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA, BCEHS and HLBC are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

Attention current employees of PHSA:

You must apply via your internal profile at http://internaljobs.phsa.ca.

The internal job posting expires on Sep 18, 2026, and will no longer be accessible. If the internal job posting has expired, please e-mail [email protected] with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting.

If you have not yet set up an internal profile, please e-mail [email protected] with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days.

If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at [email protected].