Nurse Manager, Remote Triage Operations (RN Compact License Required | WFM & Calabrio Experience)

Job Summary 

The Nurse Manager at Call 4 Health provides clinical and operational leadership for a high-volume, fully remote Nurse Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging Calabrio for forecasting, scheduling, real-time monitoring, and performance analysis, and balancing clinical excellence with operational metrics in a telehealth environment. This position works closely with internal stakeholders and client partners to ensure seamless, compliant, and patient-centered service delivery.

Key Responsibilities

Workforce Management & Call Center Operations 

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  Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments using Calabrio.

  
  


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  Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met.

  
  


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  Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions.

  
  


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

  
  


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  Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements.

  
  

Staff Leadership & Performance Management

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  Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment.

  
  


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  Drive accountability for schedule adherence, attendance, productivity, and quality metrics.

  
  


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  Conduct performance evaluations informed by Calabrio data, QA findings, and operational reports.

  
  


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  Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis.

  
  


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  Foster a culture of ownership, transparency, and continuous improvement.

  
  

Clinical Quality & Patient Safety

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  Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards.

  
  


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  Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance.

  
  


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  Address escalations and patient concerns promptly while maintaining professional and compassionate communication.

  
  


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  Ensure compliance with HIPAA and all applicable state and federal regulations.

  
  

Collaboration & Reporting

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  Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders.

  
  


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

  
  


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  Participate in strategic planning, workflow optimization, and operational improvement initiatives.

  
  

Education & Experience

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  Education: BSN required; MSN or MHA preferred

  
  


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  Licensure: Active, unrestricted RN license (Compact required)

  
  


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  Experience:

  
  
  
  
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    Minimum 5 years of nurse triage experience

    
    
  
  
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    At least 2–3 years in a Nurse Manager or call center leadership role

    
    
  
  
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    Demonstrated experience working with Workforce Management teams and Calabrio in a contact center or telehealth environment

    
    
  
  
  
  

Required Qualifications 

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  Calabrio Experience: Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.

  
  


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  Workforce Management Partnership: Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels.

  
  


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  Call Center Leadership: Experience leading clinical teams in a high-volume, metrics-driven environment.

  
  


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  Data-Driven Decision Making: Ability to translate workforce and QA data into actionable coaching and operational improvements.

  
  


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  Remote Leadership: Strong ability to manage, motivate, and hold teams accountable in a fully remote setting.

  
  

Nice-to-Have 

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  Experience supporting 24/7 or after-hours triage operations

  
  


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  Multi-client or multi-state telehealth program leadership

  
  


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  Advanced QA calibration or clinical coaching program ownership