Nurse Manager

Role Overview

The Nurse Manager at Call 4 Health oversees the daily operations of the Nurse Triage team. The role ensures high-quality patient care, regulatory compliance (including HIPAA), and strong nurse team performance in a fast-paced call center/telehealth environment.

Responsibilities

Operational Management

• Oversee daily operations of the medical call center and ensure adherence to company policies
• Develop operational strategies to improve service quality and patient/client satisfaction
• Track KPIs and ensure the team meets service level agreements (SLAs)
• Collaborate with IT/technical teams to maintain call center operations and troubleshoot issues
• Ensure proper call triage protocols and direct patients to the appropriate level of care

Staff Supervision & Leadership

• Lead, mentor, and supervise nurses and support staff
• Conduct staff training and professional development
• Manage staffing schedules and ensure adequate coverage
• Perform performance evaluations, provide feedback, and implement corrective actions
• Foster a positive, high-performance culture focused on teamwork and continuous improvement

Patient Care & Quality Assurance

• Ensure clinical guidelines and best practices are followed
• Monitor calls/interactions for quality, compliance, and patient satisfaction
• Address complaints, concerns, and escalations professionally and in a timely manner
• Maintain compliance with HIPAA and state/federal healthcare regulations

Collaboration & Communication

• Liaise between the call center, clients, and external stakeholders
• Coordinate with executives, medical directors, and operational teams to align goals
• Report KPIs, performance, patient feedback, and operational efficiencies
• Participate in strategy, meetings, and policy development initiatives

Requirements

• BSN required; MHA/MSN preferred
• Active RN license
• 5+ years of triage experience
• 2+ years in a leadership/managerial role
• Strong leadership, communication, and conflict resolution skills
• Proficiency with call center technology, EMRs, and telehealth platforms
• Ability to analyze data, monitor performance metrics, and implement improvements
• Strong knowledge of healthcare regulations and HIPAA compliance

Nice to Have

• Telehealth setting experience preferred

Work Environment / Physical Requirements (Summary)

• Works in a fast-paced environment
• Ability to sit for extended periods, use a headset, and participate in meetings via phone/video
• Must be able to work remotely in a HIPAA-compliant workspace with broadband Internet and company equipment