Supervisor Nurse Navigation - Located in Lewisville, TX

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

Job summary

Global Medical Response in Lewisville, TX is hiring a Supervisor Nurse Navigation to lead the team's operations on-site. You will supervise call center staff, monitor metrics, and coordinate with nursing leadership to maintain efficient triage workflows.

The role emphasizes coaching, performance management, and ensuring HIPAA compliance across shifts while guiding scheduling and staffing to meet demand. A valid RN license and telephonic nursing experience are required.

Qualifications

• RN license required with ability to obtain licensure in other states.
• Minimum of one year of telephonic nursing or clinical call center experience.
• Strong communication, de-escalation, teamwork, and problem-solving skills.
• Organizational skills and ability to make real-time decisions.
• Leadership or supervisor experience preferred.

Responsibilities

• Provide direct supervision to call center agents during assigned shifts.
• Monitor real-time queues, service levels, call handling, and dispatch.
• Conduct daily huddles, performance reviews, and 1:1 coaching.
• Hold staff accountable to KPIs (quality, attendance, documentation).
• Assist nursing leadership with staffing and scheduling.
• Ensure HIPAA compliance and secure handling of information.

Skills

Team leadership

Performance management

Coaching

Communication

De-escalation

Education

Compact unrestricted RN License

Tools

CRM systems

Dispatch tools

Call center software

Job description

IMMEDIATELY HIRING! FULL-TIME Opportunity

Starting Salary $72k

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

JOB SUMMARY:

Located in Lewisville, TX

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.

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. Here you’ll embark 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 at www.AtaMomentsNotice.com.

GMR’s Core Behaviors—keep care at the center, raise your hand, seek to understand, find a way together and be accountable—unite our teams and 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:

Check out our careers site benefits page to learn more about our benefit options.