Director of Nurse Triage Operations

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.

This position will work closely with internal teams and directly with customers 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).

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.

Conduct staff training and professional development programs to enhance clinical and communication skills.

Manage staffing schedules, ensuring adequate coverage to meet call center demands.

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.

Monitor calls and interactions to assess quality, compliance, and patient satisfaction.

Address patient complaints, concerns, and escalations in a timely and professional manner.

Maintain compliance with HIPAA, state, and federal healthcare regulations.

Implement quality assurance programs and conduct audits to assess staff performance.

Collaboration & Communication

Act as a liaison between the call center, 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 Experience

Bachelor’s Degree in Nursing (BSN) required; Master’s in Healthcare Administration (MHA) or Nursing (MSN) preferred.

Active Registered Nurse (RN) license (CPT).

Minimum of 5 years of triage experience with at least 2 years in a leadership or managerial role. Experience in a telehealth setting preferred.

Qualifications & Skills

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.

Physical Requirements

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

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.

Adapt to change and manage stress effectively.

Benefits

Competitive salary and performance-based incentives.

Health, dental, and vision insurance.

Paid time off (PTO) and holidays.

Retirement plan options.

Fully remote position.