Remote Nursing Experience Support Ops Manager

NurseLine is now IntellaTriage; Brentwood (TN); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Health insurance

Dental/vision insurance

Job summary

IntellaTriage in Brentwood, TN, seeks a Manager of Nursing Experience Support Services to lead non-clinical teams supporting remote triage operations, coordinating Shift Leaders and support agents. The role emphasizes urgency, judgement, and action, building accountable teams, addressing staffing issues, and ensuring a high-quality nurse support experience across all shifts.

Candidates should have a bachelor’s degree and at least 5 years of leadership in contact center or healthcare operations,

Qualifications

• Bachelor’s degree or equivalent leadership experience considered.
• 5+ years of progressive leadership in contact center or healthcare operations.
• 3+ years leading supervisors or multiple teams.
• Knowledge of workforce management, queue management, and metrics.
• Strong analytical, communication, coaching, and problem-solving skills.

Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring coverage, queues, workload distribution, breaks, attendance, and escalations.
• Monitor service level, speed of answer, abandonment, queue health, occupancy, adherence, productivity, and response time.
• Lead operational response during staffing instability, volume surges, launches, weather, outages, and disruptions.
• Coach and develop Shift Leaders and support agents with clear expectations for service and accountability.
• Align staffing decisions with forecasted demand, nurse qualifications, client requirements, and priorities.
• Translate real-time conditions into staffing actions, including schedule adjustments and redeployment.
• Identify recurring patterns and improve forecasting, scheduling, adherence, and intraday management.
• Maintain an engaged leadership presence and build leadership depth through development.

Skills

Leadership

Healthcare operations

Workforce management

Real-time operations

Performance reporting

Coaching

Data analysis

Communication

Education

Bachelor’s degree in business, healthcare administration, operations, management, or related field

Tools

Workforce management tools

Job description

IntellaTriage in Brentwood, TN, seeks a Manager of Nursing Experience Support Services to lead non-clinical teams supporting remote triage operations, coordinating Shift Leaders and support agents. The role emphasizes urgency, judgement, and action, building accountable teams, addressing staffing issues, and ensuring a high-quality nurse support experience across all shifts.

Candidates should have a bachelor’s degree and at least 5 years of leadership in contact center or healthcare operations,