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 leadership in clinical and operational aspects for a high-volume, fully remote Nurse Triage call center.

• Enhance workforce efficiency, ensure schedule adherence, service-level performance, and maintain clinical quality while mentoring a distributed team of Registered Nurses.

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

• Monitor and evaluate service-level performance, queue activity, occupancy, adherence, and productivity to guarantee consistent achievement of SLAs and KPIs.

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

• Lead real-time operational decision-making in cooperation with WFM to manage fluctuations in call volume, absenteeism, and intraday staffing challenges.

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

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

• Promote 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 create targeted coaching plans derived from performance and trend analysis.

• 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 regulatory compliance.

• Address escalations and patient concerns in a timely manner while maintaining professional and empathetic communication.

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

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

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

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

⛳️ Requirements

• BSN is required; MSN or MHA is preferred.

• Active, unrestricted RN license (Compact required).

• A minimum of 5 years of experience in nurse triage.

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

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

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

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

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

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

🏝️ Benefits

• Health insurance.

• Remote work options.