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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational and clinical leadership in managing remote nursing teams, ensuring compliance with clinical protocols, and maintaining high standards of patient safety and quality. Proficient in performance management, training, and utilizing healthcare technology to enhance team productivity and operational efficiency.
Highest-signal resume keywords
Registered Nurse LicenseLeadership ExperienceNurse Triage ProtocolsElectronic Health Records (EHR)Performance Metrics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Clinical JudgmentPatient SafetyEscalation ProceduresQuality Review ProcessesPerformance Data Interpretation
Soft Skills
CoachingCommunicationProblem-SolvingTime ManagementTeam Development
Tools & Technologies
Workforce-Management SystemsContact-Center PlatformsMicrosoft OfficeMicrosoft TeamsCall-Monitoring Tools
Certifications & Qualifications
Active Registered Nurse LicenseMultistate License (eNLC)
Industry Keywords
HIPAA ComplianceClinical DocumentationRemote Clinical WorkforceHealthcare Contact CenterURAC Standards
About the role
Key responsibilities & impact- Provide operational and clinical leadership for an assigned team of remote Registered Nurses and Licensed Practical Nurses
- Manage day-to-day team operations, staffing, schedule adherence, quality, productivity, coaching, performance management, employee development, training, and compliance
- Directly supervise, coach, develop, and evaluate assigned RNs and LPNs
- Conduct candidate interviews and provide recommendations for RN and LPN positions
- Manage onboarding, orientation, initial training, and ongoing training
- Assign and coordinate work, monitor performance, conduct one-on-one meetings, and provide documented coaching
- Conduct performance evaluations and partner with leadership and Human Resources on improvement plans, corrective action, and employee relations
- Oversee multi-state nurse triage services delivered by a fully remote clinical workforce
- Ensure compliance with clinical decision-support tools, client protocols, scope-of-practice requirements, documentation standards, and triage protocols
- Monitor clinical quality and patient-safety concerns, review escalated cases, and provide clinical guidance
- Handle or coordinate escalated patient, caregiver, provider, and client concerns
- Support quality audits, call reviews, coaching, remediation, incident review, and corrective action
- Assist with triage calls and other clinical work when operationally necessary
- Assess staffing needs, fill vacancies, and maintain adequate coverage
- Monitor schedules, attendance, timekeeping, PTO activity, staffing exceptions, and operational metrics
- Prepare staffing, performance, quality, utilization, and operational updates for leadership
- Use ticketing, workforce-management, contact-center, communication, and reporting systems
- Provide limited weekend supervisory coverage, extended-hours support, or additional coverage when required
- Attend and lead client meetings and operational reviews, support implementations, and drive service changes
- Collaborate with Operations, Workforce Management, Performance Development, Quality Assurance, Information Technology, Human Resources, Client Relations, and other departments
- Ensure compliance with HIPAA, confidentiality, information-security requirements, client requirements, URAC-related standards, and applicable laws
- Monitor employee licensure, credentials, training, and compliance documentation
- Participate in audits, accreditation-readiness activities, policy reviews, process-improvement initiatives, and required training
Requirements
What you’ll need- Graduation from an accredited school of registered nursing is required
- Active, unencumbered Registered Nurse license in the employee’s state of residence and/or an active multistate license under the Enhanced Nurse Licensure Compact (eNLC), as applicable
- All licenses, certifications, and required credentials must remain current and in good standing throughout employment
- Minimum of five years of professional nursing experience
- Minimum of two years of demonstrated leadership, team lead, supervisory, or management experience
- Experience supervising a remote or multi-state clinical workforce within a healthcare contact center, nurse triage program, or similar environment
- Experience with nurse triage protocols, Electronic Health Records (EHR), call-monitoring tools, workforce-management systems, performance metrics, and quality review processes
- Willingness and eligibility to obtain and maintain additional state licenses as required
- Strong clinical judgment and knowledge of telephone triage, patient safety, scope of practice, clinical documentation, and escalation procedures
- Ability to interpret performance data, identify trends, and implement action plans
- Proficiency with Microsoft Office, Microsoft Teams, Electronic Health Records, contact-center platforms, workforce-management systems, and other business technology
- Ability to work independently, exercise sound judgment, manage competing priorities, and remain calm in a fast-paced remote environment
- Ability to maintain a private, secure, HIPAA-compliant home workspace with reliable broadband internet
- Ability to remain seated and work at a computer for extended periods
- Ability to communicate clearly by telephone and video and use a headset or earpiece
Benefits
Comp & perks- Remote work arrangement
- Company-provided equipment
- Reasonable accommodations for qualified individuals with disabilities
- Professional development, coaching, training, and employee development opportunities
- Recognition and promotion opportunities
- Participation in client meetings, operational reviews, and training
- Secure HIPAA-compliant home workspace supported by company equipment