Nurse Navigator Supervisor – Onsite Leadership, Lewisville

Job Summary

Location:

Lewisville, TX. Full‑time position. Work on‑site flexible shifts Monday‑Friday (12‑8 pm), including some weekends.

• Provide direct supervision to call center agents during assigned shifts.
• Monitor real‑time queues, service levels, call handling, and dispatch processes.
• Conduct daily huddles, performance reviews, and 1:1 coaching sessions.
• Set expectations for punctuality, professionalism, and protocol adherence.
• Hold staff accountable to KPIs (quality scores, attendance, documentation accuracy).
• Ensure agents follow all response protocols, escalation, and triage workflows.
• Monitor calls for quality assurance; provide corrective feedback.
• Ensure compliance with HIPAA, safety protocols, confidentiality, and organizational policies.
• Support audits, protocol updates, and ongoing competency validations.
• Assist the nursing leadership with staffing, scheduling, and shift coverage.
• Manage real‑time operations, call surges, and resource allocation.
• Handle escalated calls and complex customer issues.
• Document incidents, trends, and operational challenges.
• Provide onboarding, shadowing, and continuous training to new and existing staff.
• Address skill gaps through targeted coaching.
• Ensure staff remain up to date with new systems, processes, and clinical/non‑clinical workflows.
• Prepare daily, weekly, and monthly performance reports as required.
• Complete monthly one‑on‑one reviews with nurses and coordinate documentation.
• Relay updates from leadership to frontline staff clearly and consistently.
• Provide feedback to leadership on team morale, risks, and workflow improvement opportunities.

Prepare performance reports and communicate updates to leadership and staff.

• Compact unrestricted RN license with ability to acquire license from other states.
• Minimum of one year of telephonic nursing and/or clinical call center experience.
• Strong communication, de‑escalation, teamwork, and problem‑solving skills.
• Strong organizational skills and ability to make real‑time decisions.
• Ability to coach diverse teams and implement performance improvement plans.
• Prior leadership, supervisory, or lead‑nurse experience strongly preferred.
• Proficiency with call center software, CRM systems, dispatch tools, and reporting dashboards strongly preferred.
• Understanding of HIPAA and patient‑privacy requirements for clinical onsite and/or remote centers.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.