NURSE SUPERVISOR (NURSE TRIAGE)
Location: Remote
Department: Nurse Triage
Employment Type: Full-Time, Exempt
Reports To: Nurse Manager/VP of Operations
Direct Reports: Registered Nurses (RNs) and Licensed Practical Nurses (LPNs)
JOB SUMMARY
The Nurse Supervisor provides operational and clinical leadership for an
assigned team of remote Registered Nurses (RNs) and Licensed Practical Nurses
(LPNs) within Call 4 Health’s multi-state nurse triage program. The Nurse
Supervisor has direct reports and is responsible for managing day-to-day team
operations, staffing and schedule adherence, quality, productivity, coaching,
performance management, employee development, training, and compliance with
company, client, clinical, and regulatory requirements.
This is a working supervisory position whose primary duty is management. The
Nurse Supervisor exercises independent judgment in directing the work of
assigned RNs and LPNs, works with the Nurse Manager and Human Resources to
determine staffing needs, conducts candidate interviews, makes selection
decisions for the team in accordance with company hiring procedures, manages
onboarding and training, conducts performance evaluations, addresses employee
performance and conduct, and makes recommendations regarding corrective action,
promotion, and separation.
When operationally necessary, the Nurse Supervisor may also assist with clinical
escalations, triage calls, and client-related issues to support safe, timely,
and high-quality patient care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
People Leadership and Direct Supervision
• Directly supervise, coach, develop, and evaluate assigned RNs and LPNs and
establish clear expectations for performance, conduct, attendance, quality, and
productivity.
• Conduct candidate interviews, assess qualifications and team fit, and provide
recommendations for assigned RN and LPN positions.
• Manage onboarding, orientation, initial training, and ongoing training for
assigned RNs and LPNs in coordination with appropriate departments.
• Assign and coordinate work, monitor employee performance, conduct regular
one-on-one meetings, and provide timely feedback and documented coaching.
• Conduct annual and periodic performance evaluations and partner with
leadership and Human Resources on performance improvement plans, corrective
action, and employee relations matters.
• Make informed recommendations regarding hiring, promotion, recognition,
corrective action, and termination based on documented performance, operational
needs, and company policy.
• Promote employee engagement, accountability, teamwork, professional
development, and consistent adherence to Call 4 Health standards.
Clinical and Nurse Triage Oversight
• Oversee the day-to-day delivery of multi-state nurse triage services by a
fully remote clinical workforce.
• Ensure nurses follow approved clinical decision-support tools, client
protocols, scope-of-practice requirements, and documentation standards,
including applicable Barton Schmitt and David Thompson triage protocols.
• Monitor clinical quality and patient-safety concerns, review escalated cases,
and provide clinical guidance within the Nurse Supervisor’s education,
licensure, and scope of practice.
• Handle or coordinate escalated patient, caregiver, provider, and client
concerns and ensure timely resolution and appropriate documentation.
• Support quality audits, call reviews, coaching, remediation, incident review,
and corrective action when clinical or service standards are not met.
• Assist with triage calls or other clinical work when operationally necessary
while maintaining primary responsibility for supervision and management of the
assigned team.
Workforce and Operational Management
• Partner with the Nurse Manager, VP of Operations, Human Resources, and
Workforce Management to assess staffing needs, fill vacancies, and maintain
adequate coverage.
• Monitor schedules, attendance, punctuality, adherence, timekeeping, PTO
activity, and staffing exceptions and address concerns promptly and
consistently.
• Monitor individual and team performance through call reports, quality results,
service-level performance, productivity data, and other operational metrics.
• Prepare and provide regular staffing, performance, quality, utilization, and
operational updates to leadership.
• Coordinate daily work, prioritize urgent issues, and ensure assignments are
completed accurately, compliantly, and within established timelines.
• Use company ticketing, workforce-management, contact-center, communication,
and reporting systems to document and follow up on operational and employee
matters.
• Provide limited weekend supervisory coverage, extended-hours support, or
additional coverage when scheduled or required by business and client needs.
Client Service and Cross-Functional Collaboration
• Attend and lead client meetings and operational reviews, support
implementations, drive service changes, and assist with the resolution of client
concerns.
• Clearly communicate client requirements, process changes, performance
expectations, and service updates to assigned team members.
• Collaborate with Operations, Workforce Management, Performance Development,
Quality Assurance, Information Technology, Human Resources, Client Relations,
and other departments to address service and staffing needs.
• Address operational, clinical, staffing, technology, and client concerns
promptly and participate in developing and implementing solutions, escalating as
appropriate.
• Maintain professional, responsive, and collaborative relationships with
clients, providers, internal stakeholders, and remote team members.
Compliance, Licensure, and Remote Workforce Standards
• Ensure compliance with HIPAA, confidentiality, information-security
requirements, company policies, client requirements, URAC-related standards, and
applicable federal and state laws and regulations.
• Monitor required licensure, credentials, training, and compliance
documentation for assigned employees.
• Maintain an active, unencumbered RN license and all other credentials required
for the position and assigned client services.
• Follow and reinforce remote-work expectations, including secure handling of
protected health information, use of company equipment, attendance,
availability, and incident reporting.
• Participate in audits, accreditation-readiness activities, policy reviews,
process-improvement initiatives, and required training.
EDUCATION AND EXPERIENCE
• Graduation from an accredited school of registered nursing is required;
Bachelor of Science in Nursing (BSN) is preferred.
• Minimum of five years of professional nursing experience is preferred,
including telephone triage, ambulatory care, acute care, primary care, case
management, or a related clinical setting.
• Minimum of two years of demonstrated leadership, team lead, supervisory, or
management experience is strongly preferred.
• Experience supervising a remote or multi-state clinical workforce within a
healthcare contact center, nurse triage program, or similar environment is
strongly preferred.
• Experience with nurse triage protocols, Electronic Health Records (EHR),
call-monitoring tools, workforce-management systems, performance metrics, and
quality review processes is preferred.
LICENSURE AND CREDENTIALS
• Active, unencumbered Registered Nurse license in the employee’s state of
residence and/or an active multistate license under the Enhanced Nurse Licensure
Compact (eNLC), as applicable.
• Willingness and eligibility to obtain and maintain additional state licenses
as required by Call 4 Health or assigned client services.
• All licenses, certifications, and required credentials must remain current and
in good standing throughout employment.
KNOWLEDGE, SKILLS, AND COMPETENCIES
• Demonstrated ability to lead direct reports, set expectations, manage
performance, coach employees, and address workplace concerns professionally and
consistently.
• Strong clinical judgment and knowledge of telephone triage, patient safety,
scope of practice, clinical documentation, and escalation procedures.
• Ability to interpret performance data, identify trends, and implement
practical action plans to improve quality, productivity, staffing, and service
outcomes.
• Strong written, verbal, presentation, conflict-resolution, and client-service
skills.
• Ability to work independently, exercise sound judgment, manage competing
priorities, and remain calm in a fast-paced remote environment.
• Proficiency with Microsoft Office, Microsoft Teams, Electronic Health Records,
contact-center platforms, workforce-management systems, and other business
technology.
• Commitment to confidentiality, accountability, professionalism, collaboration,
continuous improvement, and equitable employee management.
SCHEDULE AND REMOTE WORK REQUIREMENTS
• Full-time, remote, exempt position.
• Maintain the regular schedule established by the Nurse Manager and remain
reasonably available during scheduled working hours.
• Limited weekend supervisory coverage, adjusted hours, or additional support
outside the normal schedule may be required based on staffing, client, or
operational needs.
• Maintain a private, secure, HIPAA-compliant home workspace with reliable
broadband internet service and adequate space for company-provided equipment.
• Attend required meetings, coaching sessions, trainings, client discussions,
and operational calls by telephone or video conference.
• Comply with all remote-work, equipment-security, confidentiality, attendance,
and availability requirements.
PHYSICAL REQUIREMENTS
• Ability to remain seated and work at a computer for extended periods.
• Ability to communicate clearly by telephone and video, hear within a normal
conversational range, and use a headset or earpiece.
• Visual ability to read computer screens, reports, clinical documentation,
protocols, and electronic communications.
• Frequent use of hands for keyboarding, operating a mouse, telephone, and other
office equipment.
• Reasonable accommodations may be made to enable qualified individuals with
disabilities to perform the essential functions of the position.
WORK ENVIRONMENT
• Fully remote healthcare contact center environment serving clients and
patients across multiple states.
• Fast-paced work involving frequent communication, changing priorities,
clinical and operational escalations, and interaction with diverse
personalities.
• Requires flexibility, adaptability, sound judgment, emotional resilience, and
the ability to manage stress effectively.
EQUAL OPPORTUNITY EMPLOYER
This job description is intended to describe the general nature and level of
work performed. It is not an exhaustive list of all duties, responsibilities, or
qualifications. Call 4 Health may revise this job description based on
department, client, regulatory, or company needs.
Call 4 Health is an equal opportunity employer and complies with applicable
federal, state, and local employment laws