Nurse Manager

Job Summary

The Nurse Manager at Call 4 Health will oversee the daily operations of the Nurse Triage team, ensuring the highest quality of patient care, compliance with healthcare regulations, and optimal staff performance. This leadership role requires a licensed Registered Nurse (RN) with strong operations and triage expertise, managerial experience, and the ability to foster a supportive, high-performance work environment in a fully remote medical call-center environment. This position will work closely with internal teams and directly with the customer to ensure seamless service delivery to patients.

Key Responsibilities

Operational Management:

• Oversee the daily operations of the medical call center, ensuring efficient workflow and adherence to company policies.
• Develop and implement operational strategies to improve service quality and patient and client satisfaction.
• Monitor key performance indicators (KPIs) and ensure the team meets service level agreements (SLAs).
• Partner closely with Workforce Management (WFM) to manage coverage planning, schedule adherence, shrink, real-time staffing adjustments, and service-level performance.
• Collaborate with IT and technical teams to ensure seamless call center operations and troubleshoot issues.
• Ensure appropriate call triage protocols are followed, directing patients to the proper level of care.

Staff Supervision & Leadership:

• Lead, mentor, and supervise a team of nurses and support staff (approximately 30 RN direct reports).
• Conduct staff training and professional development programs to enhance clinical and communication skills.
• Manage staffing schedules, ensuring adequate coverage to meet call center demands (in partnership with WFM as applicable).
• Conduct performance evaluations, provide constructive feedback, and implement corrective actions when needed.
• Foster a positive work environment that promotes teamwork, accountability, and continuous improvement.

Patient Care & Quality Assurance:

• Ensure adherence to clinical guidelines and best practices for patient care and remote triage.
• Monitor calls and interactions to assess quality, compliance, and patient satisfaction; support QA calibration and coaching as assigned.
• Address patient complaints, concerns, and escalations in a timely and professional manner, following established escalation pathways.
• Maintain compliance with HIPAA, state, and federal healthcare regulations.
• Implement quality assurance programs and conduct audits/chart reviews to assess staff performance and documentation accuracy.

Collaboration & Communication

• Act as a liaison between the call center, our clients, and external stakeholders.
• Communicate effectively with executives, medical directors, and operational teams to align strategies and goals.
• Report on KPIs, overall performance, patient feedback, and operational efficiencies.
• Participate in company meetings, strategy sessions, and policy development initiatives.

Education and/or Experience

• Education: Bachelor's Degree in Nursing (BSN) required; Master's in Healthcare Administration (MHA) or Nursing (MSN) preferred.
• Licensure: Active Registered Nurse (RN) license (CPT).
• Experience: Minimum of 5 years of triage experience with at least 2 years in a leadership/managerial role. Experience in a telehealth setting is preferred.

Qualifications & Skills

Required Qualifications:

• Call Center Leadership Experience: Minimum of 3–5 years leading clinical teams in a high-volume call center, contact center, or telehealth environment, with accountability for operational and quality outcomes.
• Remote Triage Expertise: Demonstrated experience managing remote nurse triage operations, including protocol-driven triage, escalation pathways, and coaching to ensure safe dispositions and consistent documentation.
• Workforce Management (WFM) Partnership: Proven ability to partner with Workforce Management to manage coverage, schedule adherence, shrink, real-time staffing adjustments, and service-level performance.
• Strong Clinical and Operational Background: Strong background in telephone triage, clinical risk recognition, and performance management, with the ability to balance clinical quality and operational metrics in a remote environment.
• Data-Driven Leadership: Experience using performance dashboards and QA reports to drive improvements in QA scores, documentation accuracy, adherence, and patient experience.
• Strong leadership and team management abilities.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency in call center technology, electronic medical records (EMRs), and telehealth platforms.
• Ability to analyze data, monitor performance metrics, and implement improvement strategies.
• Strong knowledge of healthcare regulations, HIPAA compliance, and best practices in patient care.

Optional Qualifications:

• Experience supporting 24/7 operations or after-hours triage coverage models.
• Prior leadership in a remote medical call center supporting multiple clients and/or multi-state licensure requirements.
• Experience with QA calibration, chart audits, and clinical coaching programs for triage nurses.

Physical Requirements

• Ability to sit for extended periods and engage in active listening.
• Occasional standing and use of hands for office equipment.
• Ability to hear within normal range and use a headset.
• Good visual acuity for reading screens and documents.
• Ability to work remotely in a HIPAA-compliant workspace.
• Ability to house company equipment and access broadband Internet.
• Participation in meetings via telephone or video.

Work Environment

• Thrive in a fast-paced environment.
• Maintain professional relationships with diverse personalities.
• Adaptable to change and effective in managing stress.

Benefits

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off (PTO) and holidays.
• Retirement plan options.
• Fully Remote.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their experience and qualifications to Call 4 Health HR department.

Join Call 4 Health and make a meaningful impact in patient care through innovative telehealth solutions

Required

• Bachelors or better in Nursing

Preferred

• Masters or better in Health Administration

Required

• Phone Triage
• Management
• Clinical Expertise
• Leadership

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.