Job Description

The Operations Nurse Manager, Care Advice Line provides operational leadership and oversight for Privia Health's telephonic triage and after-hours care coordination platform. This role partners closely with the Clinical Nurse Manager to ensure seamless integration of clinical and operational functions. The Operations Manager is responsible for data-driven performance management, workflow optimization, staff scheduling, and resource planning to support safe, scalable, and cost-effective service delivery.

The Operations Manager also oversees Health Advisors and operational support staff, ensuring adherence to protocols, communication standards, and service-level expectations. With a foundation in nursing practice and strong expertise in data and analytics, the Operations Manager will lead operational initiatives, monitor key performance indicators (KPIs), and drive continuous improvement in efficiency, quality, and patient satisfaction.

This role serves as a strategic partner across the enterprise, supporting new service line integrations, aligning operations with value-based care goals, and collaborating with internal stakeholders to enhance technology, compliance, and innovation.

• Provide direct operational oversight and operational support of teams, ensuring performance expectations and service standards are consistently met.

• Lead the design, monitoring, and optimization of scheduling, staffing, and queue management processes to maintain safe and reliable 24/7 coverage.

• Collaborate with the Clinical Nurse Manager to align operational workflows with clinical protocols, ensuring seamless patient care transitions.

• Serve as an escalation point for operational challenges, troubleshooting issues in real time and ensuring timely resolution.

• Assume clinical leadership and managerial oversight during the absence of other managers or coleads. This includes maintaining service continuity, ensuring efficient workflow, and coordinating staff.

• Leverage data analytics to monitor call volumes, response times, and KPI achievement, using insights to guide staffing, resourcing, and process improvements.

• Develop and maintain dashboards, reports, and scorecards to track operational performance and communicate results to leadership.

• Provide leadership development, onboarding, and ongoing training for Health Advisors and operational staff.

• Collaborate with leadership and care center partners to optimize operational models for value-based care and patient engagement.

• Contribute to the design and implementation of innovative programs that improve operational efficiency, patient experience, and provider satisfaction.

• Implement efficient staffing strategies and resource allocation models to optimize Nurse Care Manager coverage while reducing unnecessary costs.

• Other duties as assigned.

Qualifications

• Active, unrestricted Registered Nurse (RN) license required in a compact state , Washington DC, California and Connecticut.

• Bachelor's degree in Nursing (BSN) required; Master's preferred.

• Minimum 3+ years of recent healthcare experience, including leadership in call center, telehealth, or care coordination.

• 2+ years in a nursing leadership or management capacity.

• Demonstrated expertise in data analytics, reporting, and KPI monitoring (Excel, Microstrategy, SQL, or BI tools preferred).

• Strong problem-solving and critical-thinking skills, with proven ability to apply data insights to operational decisions.

• Excellent communication, organizational, and leadership skills.

• Flexibility to provide occasional weekend/holiday coverage in alignment with CAL leadership team needs.

• Self-motivated, detail-oriented, and able to thrive in a fast-paced, remote work environment.

• Proficiency with EHR systems (Athena preferred), Clear Triage, and Microsoft Office/Google Workspace.

• Strong understanding of HIPAA, NCQA, and compliance frameworks in ambulatory care.

• Strategic thinker with an operational mindset and clinical credibility.

• Excellent communicator and team motivator.

• Demonstrated ability to analyze data and translate insights into action.

• Experience creating clinical pathways, SOPs, and staff development frameworks.

• Comfortable navigating ambiguity and leading through organizational growth.

The salary range for this role is $85,000 to $100,000 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15% & restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.