CareLine Telephone Triage RN Supervisor

Job Description

Care Line Telephone Triage RN Supervisor – oversee our 24/7 telephone triage center (Care Line). This person will provide supervision and leadership for Care Line RN staff, assist with ongoing operations, ensure quality assurance, provide timely and effective feedback, support reporting and auditing, and assist with projects and process improvements.

Work schedule can be 8‑ or 10‑hour shifts as preferred. Schedule includes occasional weekday evenings and one weekend day per month (Saturday or Sunday). Weekend schedule is flexible with start and end times.

• Supervise Care Line RN staff, including hiring, orienting, training, development, coaching/discipline, and dismissal.
• Hold staff accountable and set clear expectations.
• Conduct annual performance reviews and provide ongoing feedback.
• Participate in ongoing guideline reviews (ICSI, Consulting Nurse).
• Serve as liaison to Care Delivery Supervisors and attend monthly meetings.
• Document and maintain business processes and procedures.
• Provide exceptional customer service support for escalated concerns and feedback.
• Use quality data to compile and track performance at team and individual levels.
• Provide feedback to manager on team performance.
• Develop and maintain a Quality Assurance Program.
• Train new employees on the Quality Assurance Program.
• Generate, record, and analyze monthly reporting data for specific departmental metrics.
• Identify training and development issues and recommend resource allocation.
• Incorporate, support and promote policy and procedural updates within the department and organization.
• Act as Quality Assurance consultant to the department.
• Participate in business continuity planning and implementation.
• Perform other duties as assigned to meet patient/customer/member needs and department goals.

Required Qualifications

• Graduate of RN program; BSN preferred.
• Current RN licensure in Minnesota.
• Current RN licensure in Wisconsin and Iowa within two months of hire.
• Minimum two years of nursing and customer service experience.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening skills.
• Excellent analytical and problem‑solving skills.
• Excellent organizational skills and attention to detail.
• Intermediate knowledge of PC hardware and software (Microsoft Word and Excel).
• Strong knowledge of customer service processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.
• Demonstrated ability to prioritize multiple projects and tasks.
• Ability to adapt well to change.
• Ability to work some evening and weekend hours, including being on‑call on a rotating schedule with the management team.

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Health Partners is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.