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.
