Nurse Supervisor, Telephone Triage Center

HealthPartners; BLOOMINGTON (MN); On-site; USD 80,000 - 95,000; Full time

Job summary

HealthPartners is looking for a full-time Nurse Supervisor to oversee the operations of our 24/7 telephone triage center. This role involves providing leadership, supervising quality assurance, and managing process improvements. Evening shifts and rotating weekends are required.

The ideal candidate will have an RN background with strong communication and analytical skills, and a dedication to exceptional customer service. Join us in making a difference in the healthcare experience.

Qualifications

• Minimum two years of nursing and customer service experience.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.

Responsibilities

• Supervise CareLine RN staff, including hiring, orientation, training and coaching.
• Set staff expectations and hold staff accountable.
• Document and maintain business processes and procedures.

Skills

Excellent oral, written and interpersonal communication skills

Exceptional listening skills

Excellent analytical and problem-solving skills

Excellent organizational skills and attention to detail

Strong knowledge of customer service processes and techniques

Intermediate PC hardware and software knowledge (Microsoft Word and Excel)

Education

Graduate of an RN program, BSN preferred

Current RN licensure in Minnesota

Current RN licensure in Wisconsin within two months of hire

Job description

Nurse Supervisor, Telephone Triage Center

We are seeking a full‑time Nurse Supervisor to oversee operations of our 24/7 telephone triage center (CareLine). The Supervisor will provide leadership for CareLine RN staff, supervise quality assurance, reporting, and process improvement initiatives.

SCHEDULE: Evening shifts until 12:30 pm most weeknights, plus rotating weekend shifts. Shift lengths are 8, 10 or 12 hours based on preference.

ACCOUNTABILITIES:

• Supervise CareLine RN staff, including hiring, orientation, training, coaching, discipline, and dismissal
• Set staff expectations and hold staff accountable
• Perform annual performance reviews and provide ongoing feedback
• Participate in ongoing guideline reviews (ICSI, Consulting Nurse)
• Act as liaison to Care Delivery Supervisors and attend monthly meetings
• Document and maintain business processes and procedures
• Provide exceptional customer service support for escalated customer concerns and feedback
• Use quality data to compile and track performance at team and individual levels
• Provide feedback to manager on team performance
• Develop and maintain the Quality Assurance Program
• Train new employees on the QA Program
• Generate, record, and analyze monthly reporting data for departmental metrics
• Identify training and development needs and recommend resource allocation
• Incorporate, support and promote policy and procedural updates within the department and organization
• Serve as Quality Assurance consultant to the department
• Participate in business continuity planning and implementation
• Perform other duties as assigned to meet patient/customer/member needs and department goals

REQUIRED QUALIFICATIONS:

• Graduate of an RN program, BSN preferred
• Current RN licensure in Minnesota
• Current RN licensure in Wisconsin within two months of hire
• Minimum two years of nursing and customer service experience
• Excellent oral, written and interpersonal communication skills
• Exceptional listening skills
• Excellent analytical and problem‑solving skills
• Excellent organizational skills and attention to detail
• Intermediate PC hardware and software knowledge (Microsoft Word and Excel)
• Strong knowledge of customer service processes and techniques
• Demonstrated ability to work well in a team environment
• Dedication to providing exceptional customer service
• Ability to prioritize multiple projects and tasks
• Ability to adapt well to change
• Ability to work some evening and weekend hours, including on‑call on a rotating schedule with management

HealthPartners is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status or disability.

To view the full job description and apply, visit www.healthpartners.com/careers and search for Job ID 39403.