Nurse Supervisor – Clinical Triage

This is a fully remote position, open to applicants in Arizona, +13 more states.

📋 Description

• Offer operational and clinical guidance to a designated team of remote Registered Nurses and Licensed Practical Nurses.

• Oversee daily team functions, including staffing, schedule compliance, quality assurance, productivity, coaching, performance evaluation, employee development, training, and adherence to regulations.

• Directly manage, mentor, develop, and assess the performance of assigned RNs and LPNs.

• Conduct interviews for candidates and provide recommendations for RN and LPN roles.

• Oversee the onboarding, orientation, initial training, and continuous education of new staff.

• Allocate and coordinate tasks, monitor performance, hold one-on-one meetings, and deliver documented coaching.

• Perform performance assessments and collaborate with leadership and Human Resources on improvement strategies, corrective actions, and employee relations.

• Supervise multi-state nurse triage services provided by a fully remote clinical team.

• Ensure compliance with clinical decision-support tools, client protocols, scope-of-practice requirements, documentation standards, and triage protocols.

• Monitor clinical quality and patient safety issues, review escalated cases, and offer clinical guidance.

• Address or coordinate responses to escalated issues from patients, caregivers, providers, and clients.

• Support quality audits, call evaluations, coaching, remediation, incident reviews, and corrective measures.

• Assist with triage calls and other clinical responsibilities as needed operationally.

• Evaluate staffing requirements, fill open positions, and ensure adequate coverage.

• Track schedules, attendance, timekeeping, PTO activities, staffing exceptions, and operational metrics.

• Prepare staffing, performance, quality, utilization, and operational reports for leadership.

• Utilize ticketing, workforce management, contact center, communication, and reporting systems.

• Provide limited weekend supervisory coverage, extended-hours support, or additional assistance as necessary.

• Attend and facilitate client meetings and operational reviews, support implementations, and drive service improvements.

• Work collaboratively with Operations, Workforce Management, Performance Development, Quality Assurance, Information Technology, Human Resources, Client Relations, and other departments.

• Ensure compliance with HIPAA, confidentiality, information security requirements, client specifications, URAC-related standards, and relevant laws.

• Monitor employee licensure, credentials, training, and compliance documentation.

• Engage in audits, accreditation-readiness activities, policy evaluations, process improvement initiatives, and mandatory training.

⛳️ Requirements

• Must have graduated from an accredited nursing school.

• An 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.

• All licenses, certifications, and necessary credentials must be maintained in good standing throughout employment.

• A minimum of five years of professional nursing experience is required.

• At least two years of proven leadership, team lead, supervisory, or management experience.

• Experience supervising a remote or multi-state clinical workforce within a healthcare contact center, nurse triage program, or similar setting.

• Familiarity with nurse triage protocols, Electronic Health Records (EHR), call monitoring tools, workforce management systems, performance metrics, and quality review processes.

• Willingness and eligibility to obtain and maintain additional state licenses as necessary.

• Solid clinical judgment and understanding of telephone triage, patient safety, scope of practice, clinical documentation, and escalation processes.

• Ability to analyze performance data, identify trends, and execute action plans.

• Proficiency in Microsoft Office, Microsoft Teams, Electronic Health Records, contact center platforms, workforce management systems, and other business technologies.

• Capability to work independently, demonstrate sound judgment, manage competing priorities, and remain composed in a fast-paced remote environment.

• Ability to maintain a private, secure, HIPAA-compliant home workspace with reliable broadband internet access.

• Ability to remain seated and work on a computer for extended durations.

• Capacity to communicate effectively via telephone and video and utilize a headset or earpiece.

🏝️ Benefits

• Remote work arrangement.

• Company-provided equipment.

• Reasonable accommodations for qualified individuals with disabilities.

• Opportunities for professional development, coaching, training, and employee growth.

• Recognition and potential for promotions.

• Involvement in client meetings, operational reviews, and training sessions.

• A secure HIPAA-compliant home workspace supported by company-provided equipment.