Remote Nursing Experience Operations Manager

IntellaTriage; Brentwood (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO accrual

401(k) plan

Health insurance

Job summary

IntellaTriage seeks a seasoned Manager, Nursing Experience Support Services to lead non-clinical teams supporting a remote triage nursing operation 24/7. You will oversee Shift Leaders who coordinate real-time nursing operations and agents handling admin tasks, information, follow-up, and issue resolution.

The role requires urgency, sound judgment, and action bias; you will build accountable teams, anticipate problems, and drive work to completion while delivering exceptional nurse support

Qualifications

• Bachelor's degree or equivalent leadership experience.
• 5+ years of progressive leadership in contact center operations, healthcare operations, or similar fast-paced service environment.
• At least 3 years leading supervisors, team leads, or multiple operational teams.
• Working knowledge of workforce management, queue management, contact center metrics, real-time operations, and performance reporting.
• Strong analytical, communication, coaching, relationship-building, and problem-solving skills.

Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders actively manage coverage, queues, workload distribution, breaks, attendance issues, and escalations.
• Monitor service level, speed of answer, abandonment, queue health, occupancy, adherence, productivity, and response time; intervene quickly when performance or service continuity is at risk.
• Lead operational response during staffing instability, volume surges, client launches, severe weather, system outages, and other disruptions.
• Coach and develop Shift Leaders and support agents while establishing clear expectations for service, accountability, communication, decision-making, and follow-through.
• Align staffing decisions with forecasted demand, nurse qualifications, client requirements, and operational priorities.
• Translate real-time conditions into staffing actions, including schedule adjustments, redeployment, coverage requests, and escalation of unresolved gaps.
• Identify recurring staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management.
• Maintain an engaged leadership presence, recognize strong performance, address issues promptly, and build leadership depth through development and succession planning.
• Standardize work flows, job aids, escalation practices, communication routines, and management processes across teams and shifts.
• Use data, frontline feedback, root-cause analysis, technology, and automation to reduce manual work and prevent recurring problems.
• Partner with Nursing Leadership and Quality when concerns require clinical review while keeping the support team within its non-clinical scope.

Skills

Leadership experience

Workforce management

Real-time operations

Performance reporting

Analytical skills

Communication skills

Coaching leaders

Education

Bachelor's degree in business/healthcare/operations

Job description

IntellaTriage seeks a seasoned Manager, Nursing Experience Support Services to lead non-clinical teams supporting a remote triage nursing operation 24/7. You will oversee Shift Leaders who coordinate real-time nursing operations and agents handling admin tasks, information, follow-up, and issue resolution.

The role requires urgency, sound judgment, and action bias; you will build accountable teams, anticipate problems, and drive work to completion while delivering exceptional nurse support