Supervisor Nurse Navigation

Global Medical Response; Lewisville (TX); On-site; USD 65,000 - 79,000; Full time

Job summary

Global Medical Response is seeking a Supervisor Nurse Navigation to provide leadership and operational oversight within the Nurse Navigation Department on-site in Lewisville, TX. The role focuses on monitoring performance, QA, staff development, and scheduling to ensure safe triage of 911 calls.

Responsibilities include coaching, conducting performance reviews, and ensuring HIPAA compliance across shifts. Previous supervisory experience and strong communication are essential for success.

Qualifications

• RN license unrestricted and active; multistate licensure possible.
• Minimum of one year of telephonic nursing and/or clinical call center experience required.
• Strong communication, de-escalation, teamwork, and problem-solving skills
• Strong organizational skills and ability to make real time decisions
• Ability to coach diverse teams and implement performance-improvement plans
• Prior leadership, supervisory, or lead-nurse experience strongly preferred
• Proficiency with call center software, CRM systems, dispatch tools, and reporting dashboards strongly preferred

Responsibilities

• Provide direct supervision to call center agents during assigned shifts.
• Monitor real-time queues, service levels, call handling, and dispatch processes.
• Conduct daily huddles, performance reviews, and 1:1 coaching session.
• Assist the nursing leadership with staffing, scheduling, and shift coverage.
• Manage real-time operations, call surges, and resource allocation.
• Document incidents, trends, and operational challenges.
• Prepare daily, weekly, and monthly performance reports as required.

Skills

Strong communication

De-escalation

Teamwork

Problem-solving

Education

Compact unrestricted RN License

Tools

Call center software

CRM systems

Dispatch tools

Reporting dashboards

Job description

More Information about this Job

Supervisor Nurse Navigation

IMMEDIATELY HIRING! FULL-TIME Opportunity

Starting Salary $72k

This is an ON-SITE position in Lewisville, TX, NOT a remote position.

JOB SUMMARY:

The Supervisor provides leadership and operational oversight within the Nurse Navigation Department. This position is responsible for monitoring individual performance, reviewing QA and documentation metrics, supporting staff development, and maintaining workflow efficiency across assigned shifts. Supervisors collaborate closely with nursing leadership, Team Leads, Training, and Quality Assurance to ensure safe, consistent, high-quality triage of low-acuity 911 calls. This role has direct reports and duties includes coaching, corrective action, interviewing, and assisting in the development and execution of scheduling and staffing plans.

ROLES AND RESPONSIBILITIES

Team Leadership & Performance Management:

• Provide direct supervision to call center agents during assigned shifts.
• Monitor real-time queues, service levels, call handling, and dispatch processes.
• Conduct daily huddles, performance reviews, and 1:1 coaching session.
• Set expectations for punctuality, professionalism, and protocol adherence.
• Hold staff accountable to KPIs (quality scores, attendance, documentation accuracy).

Quality, Compliance & Protocol Adherence

• Ensure agents follow all response protocols, escalation, and triage workflows.
• Monitor calls for quality assurance; provide corrective feedback.
• Ensure compliance with HIPAA, safety protocols, confidentiality, and organizational policies.
• Support audits, protocol updates, and ongoing competency validations.

Operational Support

• Assist the nursing leadership with staffing, scheduling, and shift coverage.
• Manage real-time operations, call surges, and resource allocation.
• Handle escalated calls and complex customer issues.
• Document incidents, trends, and operational challenges.

Training & Development

• Provide onboarding, shadowing, and continuous training to new and existing staff.
• Address skill gaps through targeted coaching.
• Ensure staff remain up to date with new systems, processes, and clinical/non-clinical workflows

Reporting & Communication:

• Prepare daily, weekly, and monthly performance reports as required.
• Complete monthly one on one with nurses and coordinate documentation.
• Relay updates from leadership to frontline staff clearly and consistently.
• Provide feedback to leadership on team morale, risks, and workflow improvement opportunities.

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Compact unrestricted RN License with the ability to acquire licensure from other states.
• Minimum of one year of telephonic nursing and/or clinical call center experience required.
• Strong communication, de-escalation, teamwork, and problem-solving skills
• Strong organizational skills and ability to make real time decisions.
• Ability to coach diverse teams and implement performance-improvement plans
• Prior leadership, supervisory, or lead-nurse experience strongly preferred
• Proficiency with call center software, CRM systems, dispatch tools, and reporting dashboards strongly preferred
• Understanding of HIPPA and patient-privacy requirements for clinical onsite and/or remote

Why Choose GMR?Global Medical Response(GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Hereyou'llembark on meaningful work that will make an impact on you and the customers we serve.View the stories on how our employees provide care to the world atwww.AtaMomentsNotice.com.

GMR's Core Behaviors—keep care at the center, raise your hand,seekto understand, find a way together and be accountable—uniteour teamsand set us apart in emergency medical services.

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

More Information about this Job

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