RN - Supervisor - PN Centralized RN Telephone Triage Program - Full Time - 8 Hour - Days

John Muir Health • Walnut Creek, CA

5d • Hybrid

About The Position

The RN Supervisor of the Telephone Triage Call Center oversees the daily operations of the RN Telephone Triage Program, ensuring high-quality patient care through telephonic triage services and Nurse Advice. The position manages incoming patient symptom calls, supervises registered telephone triage nurses, provides clinical guidance, and ensures adherence to approved protocols and standards. The RN Supervisor also supports staff training and performance evaluation, manages program performance metrics, and leads quality improvement initiatives. This is a hybrid remote position requiring at least one on-site shift per week. The role is an exempt day shift, Monday through Friday, with 40 scheduled weekly hours. The position requires discretion and secure management of confidential and sensitive information.

Requirements

• Graduate of an accredited school of nursing.
• Bachelor's degree in nursing.
• Five years of clinical nursing experience in acute care or ambulatory care.
• Two years of telephone triage experience.
• Registered Nursing license through the California Board of Nursing.
• Basic Life Support certification from the American Heart Association.
• Advanced clinical assessment and decision-making ability.
• Strong leadership, communication, and interpersonal skills.
• Ability to perform well in a fast-paced environment and demonstrate effective problem-solving.
• Proficiency with electronic health records and telephone triage software.
• Ability to demonstrate compassion and empathy for patients and motivate them to follow nurse advice regarding urgency of care based on triage outcomes.
• Strong ethics and a high level of personal and professional integrity.
• Knowledge of quality improvement practices and regulatory requirements.
• Proficiency in Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.

Nice To Haves

• One year of management experience in a supervisory or leadership position.
• Bilingual in English and Spanish.

Responsibilities

• Oversee daily operations of the RN Telephone Triage Program.
• Ensure high-quality patient care through telephonic triage services and Nurse Advice.
• Manage incoming patient symptom calls.
• Supervise registered telephone triage nurses and provide clinical guidance.
• Ensure adherence to approved protocols and standards.
• Train staff and conduct performance evaluations.
• Manage program performance metrics.
• Lead quality improvement initiatives.
• Handle confidential and sensitive information with discretion and secure information management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager