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

John Muir Health • Walnut Creek, CA

6d • $78 - $117 • Hybrid

About The Position

The RN Supervisor of the Telephone Triage Call Center oversees daily operations of the RN Telephone Triage Program and supports high-quality patient care through telephonic triage and Nurse Advice. The role manages incoming patient symptom calls, supervises registered telephone triage nurses, provides clinical guidance, and ensures adherence to approved protocols and standards. The 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.

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 Nurse license from 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 (EHR) and telephone triage software.
• Ability to show 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.
• Ability to handle confidential and sensitive information with ongoing discretion and secure information management.

Nice To Haves

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

Responsibilities

• Oversee the daily operations of the RN Telephone Triage Program.
• Manage incoming patient symptom calls and supervise registered telephone triage nurses.
• Provide clinical guidance and ensure adherence to approved protocols and standards.
• Train staff and evaluate performance.
• Manage program performance metrics.
• Lead quality improvement initiatives.

What This Job Offers

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