Nurse Supervisor of Clinical Services Contact Center

AdventHealth•Orlando, FL

3d•Onsite

About The Position

The Nurse Supervisor of Clinical Services Contact Center oversees daily operations and specific functions of clinical service lines within AdventHealth’s centralized Consumer Experience Center (CxC). The role ensures frontline service delivery for the Virtual Care Nursing team, provides centralized support for nurse triage services, and monitors performance metrics. The supervisor serves as the first point of contact for employee-related concerns and mentors frontline staff, providing tools, training, and coaching to help meet service goals. The position facilitates communication among frontline staff, other CxC functions, and leadership; manages schedules and leave approvals; assists with payroll; and performs additional duties as requested. The position provides protocol-based nurse triage and remote patient monitoring for consumers and patients, collaborates with clinical and administrative leaders to maintain and update triage protocols, and delivers care within the virtual nursing scope of practice. The supervisor may resolve direct consumer interactions during high-volume periods. The role monitors and reports service performance, including volumes, wait times, abandonment rates, and productivity measures; audits performance and provides education to maintain or exceed accuracy standards; evaluates calls to support quality assurance and patient satisfaction; identifies opportunities through customer feedback and trend analysis; and follows through on escalated matters to ensure timely resolution. This is an onsite role at 600 Courtland Street in Orlando, Florida. Candidates must reside within 50 miles of the Courtland office, and training and scheduled shifts are onsite. The schedule is four 10-hour shifts or five 8-hour shifts, between 1:30 p.m. and midnight, with alternating weekends. Schedules and hours may change based on operational needs. A BSN is preferred but not required at hire; candidates without one must obtain it within two years of employment.

Requirements

Associate's of Nursing and a Master's of Nursing are listed as required education; graduate of an accredited school of nursing.
At least 1 year of experience in a contact center environment.
At least 2 years of nursing experience in a health-related field.
At least 3 years of experience.
Registered Nurse (RN) license required.
Basic Life Support (BLS) certification required.
Enhanced Nurse Licensure Compact (ENLC-RN) required.
Ability to articulate AdventHealth and CxC’s mission.
Responsiveness to the changing healthcare landscape.
Proficient time management and prioritization skills.
Self-motivated, proactive, quick-thinking, detail-oriented, and results-oriented approach.
Interpersonal, customer relations, and communication skills, including discretion with confidential personnel or consumer-related issues.
Ability to collaborate successfully with multiple departments.
Strong problem-solving skills and ability to handle complex scenarios.
Ability to lead by example.
Strong organizational and coordination skills.
Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity.
Effective oral and written English communication skills.
Proficiency in Microsoft Suite programs.
Technological aptitude to master CRM, telephony, electronic health records, and other systems.
Candidates without a BSN at hire must obtain one within two years of employment.
Candidates must reside within 50 miles of the Courtland office and complete training and scheduled shifts onsite.
Candidates must disclose current employment and scheduled work hours.

Nice To Haves

Bachelor of Science in Nursing (BSN) preferred at hire.
Bilingual in English and Spanish.
At least 3 years of experience as a team lead, trainer, or educator in a clinical service environment, including experience with rapidly shifting procedures and processes.
Experience in contact center management and/or supervisory duties.
Experience in nurse triage.
Experience within AdventHealth.
Advanced Cardiac Life Support (ACLS) certification.
Certified Nurse Life Care Planner (CNLCP) certification.

Responsibilities

Oversee daily operations and specific clinical service line functions within the centralized Consumer Experience Center.
Ensure frontline service delivery for the Virtual Care Nursing team and provide centralized oversight for nurse triage services.
Manage nurse triage team staffing schedules, approve leave, and assist with payroll.
Provide protocol-based nurse triage and remote patient monitoring for consumers and patients.
Collaborate with clinical and administrative leaders to maintain and update nurse triage protocols.
Deliver care within the virtual nursing scope of practice and resolve direct consumer interactions during high-volume periods.
Monitor and report service performance, including volumes, wait times, abandonment rates, and productivity measures.
Coach and mentor frontline staff, communicate customer service expectations, and provide tools and training to meet service goals.
Audit performance and provide education to maintain or exceed accuracy standards.
Evaluate calls and promote quality assurance and patient satisfaction.
Serve as the first point of contact for employee-related concerns and facilitate communication between staff and leadership.
Identify opportunities through customer feedback and support trend and productivity analysis.
Oversee escalated matters and ensure timely resolution.
Perform additional duties as requested.