Nurse Manager, AWS, WFM Calabrio, RN Compact License Required

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🕒 Maio 8

🐊 Florida, Ohio, +3 estados a mais – Remoto

🐊 Florida – Remote 🏈 Ohio – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

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Esri

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🏢 Corporativo

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

A Esri é uma empresa líder em software geoespacial que desenvolve o ArcGIS, uma plataforma abrangente para mapeamento, análises espaciais e inteligência de localização. Seus produtos permitem que organizações de diversos setores integrem, visualizem e analisem dados geográficos para tomada de decisões, operações e gêmeos digitais, entregues via implantações locais, serviços em nuvem, APIs e ferramentas para desenvolvedores. A Esri atende principalmente empresas, agências governamentais e outras organizações com soluções B2B SaaS e de plataforma.

Descrição

• Provide clinical and operational leadership for a high-volume, fully remote Nurse Triage call center • Drive workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses • 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 • 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 • 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 • 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

🎯 Requisitos

• BSN required; MSN or MHA preferred • Active, unrestricted RN license (Compact required) • Minimum 5 years of nurse triage experience • 2–3 years in a Nurse Manager or call center leadership role • Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting • Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels • Experience leading clinical teams in a high-volume, metrics-driven environment • Strong ability to manage, motivate, and hold teams accountable in a fully remote setting • Nice-to-Have: Experience supporting 24/7 or after-hours triage operations

🏖️ Benefícios

• Health insurance • Remote work options