RN - Supervisor - PN Centralized RN Telephone Triage Program - Full Time - 8 Hour - Days

JMHPN John Muir Physician Network; California; Hybrid; USD 108,000 - 161,000; Full time

Job summary

John Muir Health is seeking an RN Supervisor for the Telephone Triage Call Center to oversee daily telephonic triage operations, ensure high‑quality patient care, and provide clinical guidance to a team of registered nurses.

This hybrid remote role requires at least one on‑site shift per week and involves staff training, performance coaching, monitoring metrics, and leading quality improvement initiatives in a fast‑paced environment.

Qualifications

• Graduate of Accredited School of Nursing is required.
• Bachelor's Degree in Nursing is required.
• RN licensed in California is required (California Board of Nursing).
• BLS certification required (American Heart Association).
• 5 years of clinical nursing experience in Acute or Ambulatory care required.
• 2 years Telephone Triage required.
• 1 year Management - Supervisory or Leadership position preferred.

Responsibilities

• Oversee daily operations of the RN Telephone Triage Program.
• Supervise a team of telephone triage nurses and provide clinical guidance.
• Ensure adherence to approved protocols and standards.
• Lead staff training and performance evaluations.
• Monitor performance metrics for the program.
• Lead quality improvement initiatives.

Skills

Clinical assessment

Leadership

Communication

EHR proficiency

Compassion & empathy

Integrity

Bilingual EN/ES

Quality improvement

Microsoft Office

Education

Nursing diploma

BSN

Job description

Job Description

The RN Supervisor of the Telephone Triage Call Center is responsible for overseeing the daily operations of the RN Telephone Triage Program, ensuring the delivery of high-quality patient care through telephonic triage services and Nurse Advice. This role involves managing incoming patient symptom calls, supervising a team of registered telephone triage nurses, providing clinical guidance, and ensuring adherence to approved protocols and standards. The RN Supervisor will also be involved in staff training, performance evaluation, managing performance metrics for the program, and leading quality improvement initiatives.

This is a hybrid remote position that requires a minimum of one on-site shift per week.

Education

• Graduate of Accredited School of Nursing - Required
• Bachelor's Degree Nursing - Required

Experience

• 5 years of clinical nursing experience in Acute Care or Ambulatory care - Required


• 2 years Telephone Triage - Required


• 1 year Management - Supervisory or Leadership Position - Preferred

Certifications & Licenses

• RN Registered Nursing - California Board of Nursing - Required


• BLS Basic Life Support - American Heart Association - Required

Skills

• Advanced clinical assessment and decision-making ability


• Strong leadership, communication, and interpersonal skills


• Performs well in a fast-paced environment and demonstrates effective problem-solving


• Proficiency with electronic health records (EHR) and telephone triage software.


• Ability to demonstrate compassion and empathy for patients and the ability to motivate patients to adhere to nurse advice regarding urgency of care based on triage outcomes


• Strong ethics and a high level of personal and professional integrity


• Bilingual in English/Spanish - Preferred


• Knowledge of quality improvement practices and regulatory requirements


• Proficient in Microsoft Office Products (Word, Excel, Outlook and Power Point)

Job Requirements

• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management

Work Shift

Exempt Days (Mon-Fri) (United States of America)

Pay Range

$78.04 - $117.06 Hourly. Offer amounts are based on demonstrated/relevant experience and/or licensure. Pay will be adjusted to the local market if hired outside of the Bay Area. Note: Positions at JMH which are exempt (not eligible for overtime) under the level of Manager are listed as hourly for compensation purposes on this posting. The work shift will contain the word 'exempt' on it. Scheduled Weekly Hours: 40

Location

John Muir Health is a nationally recognized, not-for-profit health care organization east of San Francisco serving patients in Contra Costa, Alameda and southern Solano Counties. It includes a network of more than 1,000 primary care and specialty physicians and 6,300 employees, The health system's facilities include John Muir Health, Walnut Creek Medical Center (554-bed acute care facility), which serves as Contra Costa County's only designated trauma center, and John Muir Health, Concord Medical Center (247-bed acute care facility). Together, they are recognized as top centers for neurosciences, orthopedic, cancer, cardiovascular, trauma, emergency, pediatric, and high-risk obstetrics care. Other areas of specialty include general surgery, robotic surgery, weight-loss surgery, rehabilitation and critical care. In February 2024, John Muir Health opened the Behring Pavilion, which is home to the UCSF-John Muir Health Jean and Ken Hofmann Cancer Center in Walnut Creek. This state-of-the-art facility brings cancer prevention, diagnosis, treatment, and care coordination into one location. Patients benefit from the expertise of top cancer specialists from John Muir Health and UCSF Health and have access to the latest treatment advances close to home. John Muir Health also offers complete inpatient and outpatient behavioral health programs and services at our 73-bed fully accredited psychiatric hospital and outpatient center located in Concord. In addition, John Muir Health provides a number of primary care and outpatient services at 89 practice sites throughout the community and urgent care centers in Berkeley, Brentwood, Concord, San Ramon and Walnut Creek. John Muir Health offers a collaborative, patient-centered health care environment with an emphasis on listening, explaining, and working together as a team, to help patients achieve their optimal health. We recognize those who exemplify excellence and reward them for contributing to our collective success. From individual to department to spontaneous recognition, Employee of the Month, Employee Suggestion Program rewards, Employee Success Sharing Program, and many more, we find unique ways to thank our employees for the outstanding efforts they make every day.

Competitive salary and benefit package available.

Culture

At John Muir Health, we strive to be a leading health system through the cultivation of a culture of belonging where every patient, employee, provider, and community member feels safe and valued for embracing all aspects of their differences. As an Equal Opportunity employer, we encourage and consider all applicants for employment without regard to race, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other characteristic protected by law. For more information, please visit the EEO website here. All hospitals are accredited by The Joint Commission, a national surveyor of quality patient care. John Muir Health is an equal opportunity employer.