Job Summary
The Nurse Manager at Call 4 Health provides clinical and operational leadership for a high-volume, fully remote Nurse Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging Calabrio for forecasting, scheduling, real-time monitoring, and performance analysis, and balancing clinical excellence with operational metrics in a telehealth environment. This position works closely with internal stakeholders and client partners to ensure seamless, compliant, and patient-centered service delivery.
Key Responsibilities
Workforce Management & Call Center Operations
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.
Staff Leadership & Performance Management
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.
Clinical Quality & Patient Safety
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.
Collaboration & Reporting
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.
Education & Experience
Education: BSN required; MSN or MHA preferred
Licensure: Active, unrestricted RN license (Compact required)
Experience:
Minimum 5 years of nurse triage experience
At least 2–3 years in a Nurse Manager or call center leadership role
Demonstrated experience working with Workforce Management teams and Calabrio in a contact center or telehealth environment
Required Qualifications
Calabrio Experience: Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.
Workforce Management Partnership: Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels.
- AWS Experience
Call Center Leadership: Experience leading clinical teams in a high-volume, metrics-driven environment.
Data-Driven Decision Making: Ability to translate workforce and QA data into actionable coaching and operational improvements.
Remote Leadership: 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
Multi-client or multi-state telehealth program leadership
Advanced QA calibration or clinical coaching program ownership
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