System Nursing Call Center Manager- Pediatric Care Triage

Indiana University Health System • Indianapolis, IN

3d • Hybrid

About The Position

Indiana University Health is seeking individuals who embody excellence, compassion, teamwork and purpose to join our Nursing- Call Center System leadership team in the role of System Nursing Call Center Manager. This role oversees the daily operations of patient care and resources, specifically related to triage nursing, medication management, and clinical referral review in the statewide systemized nursing call center. It aligns administrative strategy with frontline delivery by overseeing clinical workflows and resource management for service-line-specific PODs, providing seamless continuity for patients across the state while ensuring the highest standards of safety, accuracy, and efficiency. The manager will lead a team of remote direct reports while adapting to the specific accountability needs of the program to optimize both the patient and provider experience. As the Clinical Nurse Manager for the General Pediatrics Triage team, this role serves as a vital leadership link between high-level operational strategy and front-line pediatric patient advocacy within the Systemized Nursing Call Center. This position demands a sophisticated blend of analytical and interpersonal skills to manage the daily operations of a remote nursing workgroup, ensuring that resource utilization remains balanced with the delivery of expert, age-appropriate care rooted in life-span growth and developmental principles for the pediatric population. The manager will foster a collaborative team environment, apply personnel policies with consistency, and utilize clinical expertise to guide nurses through pediatric triage scenarios while meeting rigorous organizational objectives. Success is defined by the ability to lead a high-performing remote team that prioritizes seamless communication, clinical precision, and exceptional family-centered service in every tele-health interaction.

Requirements

• Bachelor's Degree is required.
• Requires 4-6 years of relevant experience.
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN License.
• Requires that the RN has graduated from a nationally accredited nursing program.
• Requires Basic Life Support certification through the AHA.
• Requires completion of Clinical Specialty Professional Certification within 1 year upon meeting eligibility requirements.
• Requires knowledge in business applications.
• Requires the ability to plan and manage the utilization of resources.
• Requires knowledge of the principles of growth and development over the life span.
• Requires knowledge and skills necessary to provide care appropriate to the age and development levels of the patients served.
• Requires the ability to facilitate and lead work groups.
• Requires the ability to apply the organization personnel policies and procedures.
• Requires the ability to promote teamwork and build effective relationships.
• Requires the ability to take initiative and meet objectives.

Nice To Haves

• Master's Degree is preferred.
• Ideal candidates will have both previous leadership and pediatric experience.

Responsibilities

• Oversees the daily operations of patient care and resources, specifically related to triage nursing, medication management, and clinical referral review in the statewide systemized nursing call center.
• Aligns administrative strategy with frontline delivery by overseeing clinical workflows and resource management for service-line-specific PODs.
• Provides seamless continuity for patients across the state while ensuring the highest standards of safety, accuracy, and efficiency.
• Manages a team of remote direct reports while adapting to the specific accountability needs of the program to optimize both the patient and provider experience.
• Serve as a vital leadership link between high-level operational strategy and front-line pediatric patient advocacy within the Systemized Nursing Call Center.
• Manage the daily operations of a remote nursing workgroup, ensuring that resource utilization remains balanced with the delivery of expert, age-appropriate care rooted in life-span growth and developmental principles for our pediatric population.
• Foster a collaborative team environment.
• Applying personnel policies with consistency.
• Utilize clinical expertise to guide nurses through pediatric triage scenarios while meeting rigorous organizational objectives.
• Lead a high-performing remote team that prioritizes seamless communication, clinical precision, and exceptional family-centered service in every tele-health interaction.

Benefits

• IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients.
• As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.
• IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue.
• The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.
• IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
• Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

What This Job Offers

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