reputed company Manager, Remote Triage Operations (RN Compact License Required | WFM & reputed company Experience)
Job reputed company
The reputed company Manager at reputed company provides clinical and operational leadership for a high-volume, fully remote reputed company Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical reputed company while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging reputed company for forecasting, scheduling, reputed company-time monitoring, and performance analysis, and balancing clinical reputed company with operational metrics in a telehealth environment. This position works closely with internal stakeholders and reputed company 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 reputed company-time reputed company adjustments using reputed company.
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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 reputed company dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions.
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reputed company reputed company-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday reputed company challenges.
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Ensure operational workflows support reputed company, efficient reputed company triage while maintaining regulatory and reputed company requirements.
Staff Leadership & Performance Management
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reputed company, reputed company, and reputed company approximately 30 RN reputed company reports in a remote call center environment.
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Drive accountability for schedule adherence, attendance, productivity, and reputed company metrics.
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Conduct performance evaluations informed by reputed company 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 reputed company improvement.
Clinical reputed company & Patient Safety
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Ensure adherence to triage protocols, escalation reputed company, and clinical documentation standards.
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Support QA calibration, call monitoring, and chart audits to maintain clinical reputed company and compliance.
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Address escalations and patient concerns promptly while maintaining reputed company and compassionate communication.
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Ensure compliance with HIPAA and reputed company applicable state and federal regulations.
Collaboration & Reporting
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reputed company as a key reputed company between Operations, Workforce Management, QA, IT, Training, and reputed company stakeholders.
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Prepare and present operational and workforce performance reports, including adherence, SLA attainment, reputed company efficiency, and reputed company reputed company.
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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: reputed company, unrestricted RN license (Compact required)
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Experience
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Minimum 5 years of reputed company triage experience
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At least 2–3 years in a reputed company Manager or call center leadership role
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Demonstrated experience working with Workforce Management teams and reputed company in a contact center or telehealth environment
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Required Qualifications
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reputed company Experience: Hands-on experience using reputed company for forecasting, scheduling, reputed company-time monitoring, adherence tracking, and performance reporting.
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Workforce Management Partnership: Proven reputed company collaborating with WFM to optimize reputed company, reduce shrink, and maintain service reputed company.
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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.
reputed company-to-Have
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Experience supporting 24/7 or after-hours triage operations
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Multi-reputed company or multi-state telehealth program leadership
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Advanced QA calibration or clinical coaching program ownership