Nurse Navigation Supervisor — On-Site Leadership & QA

Global Medical Response; Lewisville (TX); On-site; USD 65,000 - 79,000; Full time

Job summary

Global Medical Response is seeking a Supervisor Nurse Navigation to provide leadership and operational oversight within the Nurse Navigation Department on-site in Lewisville, TX. The role focuses on monitoring performance, QA, staff development, and scheduling to ensure safe triage of 911 calls.

Responsibilities include coaching, conducting performance reviews, and ensuring HIPAA compliance across shifts. Previous supervisory experience and strong communication are essential for success.

Qualifications

• RN license unrestricted and active; multistate licensure possible.
• Minimum of one year of telephonic nursing and/or clinical call center experience required.
• Strong communication, de-escalation, teamwork, and problem-solving skills
• Strong organizational skills and ability to make real time decisions
• Ability to coach diverse teams and implement performance-improvement plans
• Prior leadership, supervisory, or lead-nurse experience strongly preferred
• Proficiency with call center software, CRM systems, dispatch tools, and reporting dashboards strongly preferred

Responsibilities

• Provide direct supervision to call center agents during assigned shifts.
• Monitor real-time queues, service levels, call handling, and dispatch processes.
• Conduct daily huddles, performance reviews, and 1:1 coaching session.
• Assist the nursing leadership with staffing, scheduling, and shift coverage.
• Manage real-time operations, call surges, and resource allocation.
• Document incidents, trends, and operational challenges.
• Prepare daily, weekly, and monthly performance reports as required.

Skills

Strong communication

De-escalation

Teamwork

Problem-solving

Education

Compact unrestricted RN License

Tools

Call center software

CRM systems

Dispatch tools

Reporting dashboards

Job description

Global Medical Response is seeking a Supervisor Nurse Navigation to provide leadership and operational oversight within the Nurse Navigation Department on-site in Lewisville, TX. The role focuses on monitoring performance, QA, staff development, and scheduling to ensure safe triage of 911 calls.

Responsibilities include coaching, conducting performance reviews, and ensuring HIPAA compliance across shifts. Previous supervisory experience and strong communication are essential for success.