Nurse Manager, Remote Triage Operations (RN Compact License Required | WFM & Calabrio Experience)

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.

• 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