Nurse Manager w/ AWS & WFM Calabrio Experience - Remote (RN Compact License Required)

<h2>Job Summary </h2> <p>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.</p> <h2>Key Responsibilities</h2> <h3>Workforce Management & Call Center Operations </h3> <ul> <li> <p>Partner closely with Workforce Management (WFM) to manage <strong>forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments</strong> using <strong>Calabrio</strong>.</p> </li> <li> <p>Monitor and analyze <strong>service-level performance, queue activity, occupancy, adherence, and productivity</strong> to ensure SLAs and KPIs are consistently met.</p> </li> <li> <p>Use <strong>Calabrio dashboards and reports</strong> to identify trends, risks, and opportunities; proactively implement corrective actions.</p> </li> <li> <p>Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges.</p> </li> <li> <p>Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements.</p> </li> </ul> <h3>Staff Leadership & Performance Management</h3> <ul> <li> <p>Lead, coach, and develop approximately <strong>30 RN direct reports</strong> in a remote call center environment.</p> </li> <li> <p>Drive accountability for <strong>schedule adherence, attendance, productivity, and quality metrics</strong>.</p> </li> <li> <p>Conduct performance evaluations informed by <strong>Calabrio data, QA findings, and operational reports</strong>.</p> </li> <li> <p>Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis.</p> </li> <li> <p>Foster a culture of ownership, transparency, and continuous improvement.</p> </li> </ul> <h3>Clinical Quality & Patient Safety</h3> <ul> <li> <p>Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards.</p> </li> <li> <p>Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance.</p> </li> <li> <p>Address escalations and patient concerns promptly while maintaining professional and compassionate communication.</p> </li> <li> <p>Ensure compliance with HIPAA and all applicable state and federal regulations.</p> </li> </ul> <h3>Collaboration & Reporting</h3> <ul> <li> <p>Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders.</p> </li> <li> <p>Prepare and present <strong>operational and workforce performance reports</strong>, including adherence, SLA attainment, staffing efficiency, and quality outcomes.</p> </li> <li> <p>Participate in strategic planning, workflow optimization, and operational improvement initiatives.</p> </li> </ul> <h2>Education & Experience</h2> <ul> <li> <p><strong>Education:</strong> BSN required; MSN or MHA preferred</p> </li> <li> <p><strong>Licensure:</strong> Active, unrestricted RN license (Compact required)</p> </li> <li> <p><strong>Experience:</strong></p> <ul> <li> <p>Minimum <strong>5 years of nurse triage experience</strong></p> </li> <li> <p>At least <strong>2–3 years in a Nurse Manager or call center leadership role</strong></p> </li> <li> <p><strong>Demonstrated experience working with Workforce Management teams and Calabrio</strong> in a contact center or telehealth environment</p> </li> </ul> </li> </ul> <h2>Required Qualifications </h2> <ul> <li> <p><strong>Calabrio Experience:</strong> Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.</p> </li> <li> <p><strong>Workforce Management Partnership:</strong> Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels.</p> </li> <li><strong>AWS Experience</strong></li> <li> <p><strong>Call Center Leadership:</strong> Experience leading clinical teams in a high-volume, metrics-driven environment.</p> </li> <li> <p><strong>Data-Driven Decision Making:</strong> Ability to translate workforce and QA data into actionable coaching and operational improvements.</p> </li> <li> <p><strong>Remote Leadership:</strong> Strong ability to manage, motivate, and hold teams accountable in a fully remote setting.</p> </li> </ul> <h2>Nice-to-Have </h2> <ul> <li> <p>Experience supporting <strong>24/7 or after-hours triage operations</strong></p> </li> <li> <p>Multi-client or multi-state telehealth program leadership</p> </li> <li> <p>Advanced QA calibration or clinical coaching program ownership</p> </li> </ul>

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