Nurse Manager w/ AWS & WFM Calabrio Experience - Remote (RN Compact License Required

Call 4 Health is a leading medical call center dedicated to delivering compassionate, high-quality support to patients and clients since 1997. Our team understands the challenges patients face—emotionally, physically, and financially—and strives to provide care with empathy and professionalism in every interaction. Using advanced technology, we handle thousands of calls daily, offering tailored solutions through our Interactive Voice Response (IVR) system and dedicated account managers. Our staff takes pride in innovation, problem-solving, and community service, including serving as a leading Disaster Relief Call Center during local emergencies. At Call 4 Health, compassion drives everything we do, and excellence in customer service is not just a goal—it’s our standard. Join us and be part of a team that truly makes a difference.

The Nurse Manager at Call 4 Health provides clinical and operational leadership for a high-volume, fully remote Nurse Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging Calabrio for forecasting, scheduling, real-time monitoring, and performance analysis, and balancing clinical excellence with operational metrics in a telehealth environment. This position works closely with internal stakeholders and client partners to ensure seamless, compliant, and patient-centered service delivery.

Workforce Management & Call Center Operations Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments using Calabrio. Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met. Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions. Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges. Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements. Staff Leadership & Performance Management: Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment. Drive accountability for schedule adherence, attendance, productivity, and quality metrics. Conduct performance evaluations informed by Calabrio data, QA findings, and operational reports. Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis. Foster a culture of ownership, transparency, and continuous improvement. Clinical Quality & Patient Safety: Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards. Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance. Address escalations and patient concerns promptly while maintaining professional and compassionate communication. Ensure compliance with HIPAA and all applicable state and federal regulations. Collaboration & Reporting: Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders. Prepare and present operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes. Participate in strategic planning, workflow optimization, and operational improvement initiatives.