[Hiring] Telephonic Triage Nurse Manager @Kintegra Health

Role Description

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.

Qualifications

• Minimum of five years of registered nursing experience in adult and pediatric telephonic triage.
• 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.
• Registered Nurse licensure.
• Certifications: BLS.

Requirements

• Provides strategic clinical and operational leadership for telephonic triage services.
• Directly supervises telephonic triage nursing staff and the Telephonic Triage Lead.
• Leads performance management, including establishing expectations and completing evaluations.
• Develops strategic staffing plans and establishes coverage models.
• Sets priorities and provides direction to the Telephonic Triage Lead.
• Owns the development, approval, implementation, review, and maintenance of telephonic triage policies.
• Ensures consistent use of approved evidence-based triage protocols.
• Establishes and monitors quality and service indicators.
• Analyzes performance trends and quality outcomes.
• Leads reviews of safety events and service concerns.
• Maintains accountability for compliance with HIPAA and other regulations.
• Ensures staff onboarding, orientation, education, and competency validation programs.
• Collaborates with various departments to resolve systemic barriers.
• Participates in leadership meetings and organizational planning.

Benefits

• Ability to provide clinical and operational leadership in a high-volume telephonic triage environment.
• Demonstrated ability to supervise, coach, develop, and evaluate nursing staff.
• Strong clinical judgment and knowledge of evidence-based triage protocols.
• Ability to analyze call volumes and implement effective improvement plans.
• Excellent written, verbal, interpersonal, conflict-resolution, and presentation skills.
• Ability to establish priorities and manage competing demands.
• Proficiency with electronic medical records and communication tools.
• Working knowledge of HIPAA and applicable nursing regulations.
• Ability to work independently and maintain confidentiality.
• Ability to sit or stand for extended periods and occasionally lift up to 50 pounds.

Company Description

Kintegra Health is a community sponsored, family-centered provider of health care, health education, and preventive care services without regard to the ability to pay. Our goals are:

• To provide continuing comprehensive and accessible primary care services to individuals and families of all economic levels.
• To provide primary care services to meet the physical and social health needs of individuals and families.
• To emphasize preventive care through patient and community education.
• To employ an interdisciplinary team approach in collaboration with other community providers.