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
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Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments using Calabrio.
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Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met.
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Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions.
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Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges.
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Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements.
Staff Leadership & Performance Management
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Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment.
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Drive accountability for schedule adherence, attendance, productivity, and quality metrics.
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Conduct performance evaluations informed by Calabrio data, QA findings, and operational reports.
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Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis.
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Foster a culture of ownership, transparency, and continuous improvement.
Clinical Quality & Patient Safety
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Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards.
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Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance.
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Address escalations and patient concerns promptly while maintaining professional and compassionate communication.
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Ensure compliance with HIPAA and all applicable state and federal regulations.
Collaboration & Reporting
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Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders.
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Prepare and present operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes.
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Participate in strategic planning, workflow optimization, and operational improvement initiatives.
Education & Experience
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Education: BSN required; MSN or MHA preferred
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Licensure: Active, unrestricted RN license (Compact required)
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Experience:
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Minimum 5 years of nurse triage experience
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At least 2–3 years in a Nurse Manager or call center leadership role
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Demonstrated experience working with Workforce Management teams and Calabrio in a contact center or telehealth environment
Required Qualifications
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Calabrio Experience: Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.
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Workforce Management Partnership: Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels.
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Call Center Leadership: Experience leading clinical teams in a high-volume, metrics-driven environment.
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Data-Driven Decision Making: Ability to translate workforce and QA data into actionable coaching and operational improvements.
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Remote Leadership: Strong ability to manage, motivate, and hold teams accountable in a fully remote setting.
Nice-to-Have
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Experience supporting 24/7 or after-hours triage operations
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Multi-client or multi-state telehealth program leadership
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Advanced QA calibration or clinical coaching program ownership