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