Telephonic Triage Nurse Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Nursing Administration ALL Full-Time Gastonia, NC, US

2 days ago Requisition

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.

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.

Registered Nurse

BLS

• 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.

• 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…