Summary of Position Under the general supervision of AVP-Nursing, the Telephonic Triage Manager provides strategic clinical and operational leadership for telephonic triage services and directly supervises telephonic triage nursing staff. The manager is accountable for personnel decisions, performance management, strategic staffing, policy and protocol ownership, regulatory compliance, quality outcomes, and corrective actions. The role sets departmental priorities, oversees complex clinical escalations, monitors service performance and patient safety, and directs the Telephonic Triage Lead in coordinating daily workflow and frontline operations. The manager collaborates with providers, clinic leadership, the Call Center, and other departments to improve patient access, care coordination, and timely, safe, patient-centered care for adult and pediatric patients.
Experience: Minimum of five years of registered nursing experience in adult and pediatric telephonic triage, including at least two years of nursing leadership, supervisory, or progressive team-lead experience. Experience with clinical decision-support protocols, EMR documentation, quality improvement, staff education, and performance monitoring is required.
Professional Licensure: Registered Nurse
Certifications: BLS
Responsibilities- Provides strategic clinical and operational leadership for telephonic triage services and maintains accountability for departmental performance, patient safety, service quality, and regulatory compliance.
- Directly supervises telephonic triage nursing staff and the Telephonic Triage Lead, as applicable, and makes personnel decisions in accordance with organizational policies and established approval processes.
- Leads performance management, including establishing expectations, completing evaluations, addressing performance concerns, recognizing achievement, supporting professional development, and implementing corrective or disciplinary action when warranted.
- Develops strategic staffing plans, establishes coverage models, evaluates workforce capacity, and approves schedules and staffing adjustments to meet service demands.
- Sets priorities and provides direction to the Telephonic Triage Lead, who coordinates daily workflow, queue management, staff availability, frontline support, and immediate operational escalation.
- Owns the development, approval, implementation, review, and maintenance of telephonic triage policies, procedures, protocols, workflows, escalation pathways, and competency standards.
- Ensures consistent use of approved evidence-based triage protocols and clinical decision-support tools and provides leadership for complex, high-risk, or unresolved clinical concerns.
- Establishes and monitors quality and service indicators, including call volumes, response times, dispositions, documentation quality, patient access, and adherence to performance expectations.
- Analyzes performance trends and quality outcomes, reports findings to AVP-Nursing, and develops measurable improvement plans to address identified risks or service gaps.
- Leads reviews of safety events, service concerns, documentation deficiencies, and process failures; determines root causes and implements, monitors, and evaluates corrective actions.
- Maintains accountability for compliance with HIPAA, privacy and confidentiality requirements, applicable nursing regulations, accreditation standards, organizational policies, and Kintegra Health's Teleworking Policy.
- Ensures staff onboarding, orientation, education, and competency validation programs meet departmental and organizational requirements.
- Collaborates with providers, clinic leadership, the Call Center, operations, case management, and other departments to resolve systemic barriers and improve patient access, care coordination, and service delivery.
- Participates in leadership meetings, organizational planning, and interdisciplinary initiatives and performs other duties as assigned.
Performance Requirements:- Ability to provide clinical and operational leadership in a high-volume telephonic triage environment serving adult and pediatric patients.
- Demonstrated ability to supervise, coach, develop, and evaluate nursing staff while promoting accountability, collaboration, and professional growth.
- Strong clinical judgment and knowledge of evidence-based triage protocols, escalation pathways, emergency precautions, and safe patient disposition.
- Ability to analyze call volumes, response times, documentation, dispositions, quality indicators, and service trends and to implement effective improvement plans.
- Excellent written, verbal, interpersonal, conflict-resolution, and presentation skills, with the ability to communicate professionally with patients, staff, providers, and organizational leaders.
- Ability to establish priorities, coordinate staffing and workflow, make timely decisions, manage competing demands, and maintain effective service coverage.
- Proficiency with electronic medical records, clinical decision-support systems, Microsoft Word and Excel, email, virtual meeting platforms, and other electronic communication tools.
- Working knowledge of HIPAA, privacy and confidentiality requirements, applicable nursing regulations, accreditation standards, and organizational policies.
- Ability to work independently with appropriate autonomy, exercise sound judgment, maintain confidentiality, and escalate clinical or operational concerns when necessary.
- Ability to read, write, speak, and understand English sufficiently to perform the essential duties of the position.
- For remote work, must maintain a private, secure workspace and reliable connectivity that comply with patient privacy requirements, HIPAA, and Kintegra Health's Teleworking Policy.
- Ability to sit or stand for extended periods and occasionally bend and lift up to 50 pounds.
Kintegra Health Core Requirements- Patient First - An approach to care that holds primarily the well-being and desires of the patient.
- Build not Blame - Focusing first on finding fault with the process rather than the person.
- Integrity and Honesty - Fostering an acceptance of openness, honesty, and fairness in words, deeds, and the use of organizational resources judiciously for both internal and external customers.
- Cooperation and Flexibility - Related to an internal belief that we function as part of an interdependent team with only shared gains or losses thereby committed to assisting whenever possible beyond the prerequisite job description.
- Culturally Sensitive - Always working toward increasing one's ability to understand, communicate with, effectively interact, and care for people across cultures, while having an acute awareness of one's own culture.
