RN Clinical Triage Supervisor – Afterhours Leadership

St. Luke’s University Health Network; Allentown (Lehigh County); On-site; USD 110,000 - 140,000; Full time

Job summary

St. Luke's University Health Network seeks a Supervisor, Clinical Triage (RN) to lead a team of Clinical Triage Specialists and Patient Engagement Partners in an afterhours setting.

You will ensure safe, appropriate triage via approved protocols and provide clinical guidance to staff. Responsibilities include escalation management, performance coaching, and collaboration with Care Access leaders to maintain service levels.

Qualifications

• Graduate of an accredited nursing program.
• Active Pennsylvania Nursing License.
• Active New Jersey Nursing License or ability to obtain within 90 days.
• Bachelor’s degree in Nursing (preferred).
• Minimum 3+ years clinical experience in physician office, home health, critical care or emergency room.
• Experience with Electronic Medical Record systems; Epic experience preferred.
• Previous contact center experience preferred.
• Previous management experience preferred.
• Ability to work from home per Network Work from Home Policy.

Responsibilities

• Oversee a team of PEPs and CTSs – RN, serving as SME and resource for team and internal customers.
• Research complex issues and collaborate with support resources to resolve patient issues.
• Collaborate with Medication Management Supervisors for efficient responses to clinical messages.
• Act as escalation point for clinical patient issues and provide guidance per protocols and procedures.
• Monitor productivity, protocol adherence and service levels.
• Coach team members and provide feedback to improve performance.
• Plan staffing and monitor supply and demand to maintain service levels.
• Ensure CTSs and PEPs have tools and resources to address inquiries and triage efficiently.
• Collaborate with PODs and practices to maintain connections and handle specialty matters.

Skills

Clinical leadership

Coaching

Communication

Team management

Customer service orientation

Education

PA RN license

NJ RN license or within 90 days

Bachelor’s degree in Nursing (preferred)

Tools

Epic EMR

Job description

St. Luke's University Health Network seeks a Supervisor, Clinical Triage (RN) to lead a team of Clinical Triage Specialists and Patient Engagement Partners in an afterhours setting.

You will ensure safe, appropriate triage via approved protocols and provide clinical guidance to staff. Responsibilities include escalation management, performance coaching, and collaboration with Care Access leaders to maintain service levels.