[Hiring] Triage Registered Nurse Manager @Planned Parenthood North Central States

Role Description

Under immediate supervision of the Director of Patient Engagement, the Triage Manager provides leadership and operational oversight for the remote RN Triage team and is responsible for quality oversight, employee development, and coordination of patient-centered triage and follow-up services. This position works collaboratively with the APC Managers and Health Center Managers with the objective of providing excellent reproductive care to our patients and supporting our clinical partners. This position is a leader in advancing all clinical services of the organization, including family planning, abortion, and any new or expanding clinical services. The Triage Manager is an advocate in implementing our mission of “Advancing and protecting sexual and reproductive health care for all”. They may perform other related duties as assigned.

Qualifications

• Current RN licensure for the state of MN.
• Minimum of four years’ experience as a registered nurse.
• Minimum of two years of experience in remote triage or three years in a Family Planning clinic setting.
• At least two years of supervisory or management experience providing leadership to nurses in a clinical or patient contact setting.
• Must have the ability to work flexible hours that match the health center hours, which may include evenings and weekends.
• Experience working with high risk or underserved populations (youth, women, minorities, LGBTQ, etc.).

Requirements

• Leads, supervises, and supports the remote RN Triage team in daily operations and patient care delivery.
• Hires, onboards, trains, coaches, and evaluates triage nursing staff in partnership with Virtual Care leadership and training specialists.
• Provides ongoing performance feedback, mentoring, and professional development opportunities.
• Addresses employee concerns and performance issues promptly, including performance improvement plans and disciplinary action in consultation with Human Resources.
• Fosters a collaborative, inclusive, and patient-centered team culture that emphasizes professionalism, accountability, teamwork, and service excellence.
• Manages daily, quarterly, and after-hours staffing schedules to ensure adequate operational coverage and continuity of care.
• Coordinates staffing adjustments and coverage in response to call-outs, workload demands, and operational needs.
• Oversees triage workflows and operational processes, including patient calls and medical concerns, clinical documentation, prescription refill requests, pre- and post-procedure communication, and clinical follow-up coordination.
• Monitors productivity, service metrics, and workflow efficiency to ensure departmental goals and quality standards are met.
• Identifies and implements workflow and process improvement opportunities in collaboration with Virtual Care and clinical leadership.
• Oversees clinical triage workflows and patient care processes to ensure safe, compliant, patient-centered service delivery.
• Maintains current clinical RN competencies and knowledge related to reproductive and sexual healthcare services.
• Provides direct triage and centralized follow-up support as operationally needed.
• Responds to patient medical questions and concerns using approved clinical protocols and nursing judgment.
• Provides patient education regarding reproductive and sexual health services, including family planning, abortion care, contraceptive services, vasectomy services, and transgender care.
• Documents patient assessments, communications, referrals, and follow-up activities accurately and thoroughly.
• Supports centralized follow-up activities related to abnormal test results, including patient outreach, education, care coordination, and clinician consultation.
• Collaborates with Health Services and Medical leadership to implement and maintain quality assurance and performance improvement initiatives.
• Conducts quality audits and monitors reporting systems to support safe, compliant, and high-quality patient care.
• Oversees processes related to incident reporting, patient complaints, customer feedback, and service recovery.
• Ensures compliance with organizational policies, HIPAA requirements, mandated reporting obligations, and applicable clinical standards and regulations.
• Maintains working knowledge of organizational policies, procedures, and approved clinical protocols, including Medical Standards & Guidelines (MS&G).
• Partners with APC Managers, Health Center and Telehealth leadership, Medical Team, clinicians, and cross-functional teams to support operational and strategic initiatives.
• Works closely with Associate Medical Directors and Senior Director of Health Services to ensure patient-centered, high-quality follow-up care.
• Serves as an escalation resource for operational and clinical concerns as appropriate.
• Supports organizational initiatives that advance equitable, inclusive, and patient-centered healthcare services.
• Supports, cooperates with, and implements specific procedures and programs for safety and security, confidentiality, quality assurance, compliance with current laws and regulations including HIPAA and mandated reporting and required trainings including CAL training.
• Committed to collaborating in a diverse organization through equitable practices and an inclusive culture.
• Promotes positive public image and relations of PPNCS.

Benefits

• Medical, Dental & Vision Insurance with equity-based premium tiers.
• Free, virtual primary care for all employees enrolled in a medical plan: NICE HEALTHCARE.
• HealthiestYou – Virtual Care for employees outside of NICE Healthcare’s network.
• Proximal Health – Helps members access high quality, cost-effective providers for certain services.
• Employee Assistance Program.
• Continued Education Reimbursement: up to $1000 per year & 2 paid CEU days.
• Flex Spending Account.
• Life Insurance.
• Eligibility for Federal Student Loan Forgiveness.
• Paid time off: PTO starting at .05769 accrual rate per hour worked.
• 8 hours volunteer paid time off annually.
• 8 paid federal holidays & 2 paid floating holidays.
• Retirement: 403(b) with employer match, 50% for the first 6% deferred.
• 8 weeks Paid Parental Leave.
• Pet Insurance.
• Bereavement Leave.
• Earned Extended Leave.
• Free subscription to Headspace App.
• Time off to vote.
• Employee discounts for electronics, appliances, hotels, gift cards, apparel, cars, fitness memberships, groceries, and at Office Depot, Verizon, AT&T, Dell & more.
• Start date flexibility.