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About the role
Key responsibilities & impact- Provide clinical and operational leadership for a high-volume, fully remote Nurse Triage call center
- Drive workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses
- Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments using Calabrio
- Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met
- Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions
- Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges
- Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements
- Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment
- Drive accountability for schedule adherence, attendance, productivity, and quality metrics
- Conduct performance evaluations informed by Calabrio data, QA findings, and operational reports
- Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis
- Foster a culture of ownership, transparency, and continuous improvement
- Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards
- Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance
- Address escalations and patient concerns promptly while maintaining professional and compassionate communication
- Ensure compliance with HIPAA and all applicable state and federal regulations
- Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders
- Prepare and present operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes
- Participate in strategic planning, workflow optimization, and operational improvement initiatives
Requirements
What you’ll need- BSN required; MSN or MHA preferred
- Active, unrestricted RN license (Compact required)
- Minimum 5 years of nurse triage experience
- 2–3 years in a Nurse Manager or call center leadership role
- Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting
- Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels
- Experience leading clinical teams in a high-volume, metrics-driven environment
- Strong ability to manage, motivate, and hold teams accountable in a fully remote setting
- Nice-to-Have: Experience supporting 24/7 or after-hours triage operations
Benefits
Comp & perks- Health insurance
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
nurse triageperformance reportingforecastingschedulingadherence trackingclinical qualityoperational workflowsmetrics-driven environmentcoachingcompliance
Soft Skills
leadershipcommunicationteam managementaccountabilitymotivationcollaborationproblem-solvingcontinuous improvementtransparencycompassionate communication
Certifications
BSNMSNMHARN licenseCompact RN license