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

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🕒 May 8

🐊 Florida, Ohio, +3 more states – Remote

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

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Esri

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

Esri is a leading geospatial software company that develops ArcGIS, a comprehensive platform for mapping, spatial analytics, and location intelligence. Its products enable organizations across industries to integrate, visualize, and analyze geographic data for decision-making, operations, and digital twins, delivered via on-premises deployments, cloud services, APIs, and developer tools. Esri primarily serves enterprises, government agencies, and other organizations with B2B SaaS and platform solutions.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Health insurance • Remote work options