Nurse Manager, AWS, WFM Calabrio, RN Compact License Required

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Provide clinical and operational guidance for a high-volume, fully remote Nurse Triage call center.

• Enhance workforce efficiency, schedule compliance, service-level performance, and clinical quality while leading and nurturing a distributed team of Registered Nurses.

• Collaborate closely with Workforce Management (WFM) to oversee forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments utilizing Calabrio.

• Monitor and evaluate service-level performance, queue activity, occupancy, adherence, and productivity to ensure that SLAs and KPIs are consistently achieved.

• Utilize Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective measures.

• Direct real-time operational decision-making alongside WFM to tackle call volume fluctuations, absenteeism, and intraday staffing issues.

• Ensure that operational workflows promote safe and efficient nurse triage while adhering to regulatory and client requirements.

• Lead, mentor, and develop approximately 30 RN direct reports in a remote call center setting.

• Instill accountability for schedule adherence, attendance, productivity, and quality metrics.

• Conduct performance evaluations based on Calabrio data, QA findings, and operational reports.

• Collaborate with QA and Training to implement targeted coaching plans informed by performance and trend analyses.

• Cultivate a culture of ownership, transparency, and continuous improvement.

• Ensure compliance with triage protocols, escalation pathways, and clinical documentation standards.

• Support QA calibration, call monitoring, and chart audits to uphold clinical excellence and compliance.

• Address escalations and patient concerns swiftly while maintaining professional and compassionate communication.

• Ensure adherence to HIPAA and all relevant state and federal regulations.

• Serve as a crucial liaison among Operations, Workforce Management, QA, IT, Training, and client stakeholders.

• Prepare and deliver operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes.

• Engage in strategic planning, workflow optimization, and operational enhancement initiatives.

⛳️ Requirements

• BSN is required; MSN or MHA is preferred.

• Active, unrestricted RN license (Compact required).

• Minimum of 5 years of nurse triage experience.

• 2–3 years of experience in a Nurse Manager or call center leadership role.

• Practical experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.

• Demonstrated success in collaborating with WFM to optimize staffing, minimize shrink, and maintain service levels.

• Experience leading clinical teams in a high-volume, metrics-driven environment.

• Strong capability to manage, motivate, and hold teams accountable in a fully remote context.

• Nice-to-Have: Experience in supporting 24/7 or after-hours triage operations.

🏝️ Benefits

• Health insurance.

• Remote work options.