Supervisor, Call Center RNs

Supervisor, Call Center RNs Rochester, NY Job Details Full-time $42.25 - $60.84 an hour 1 day ago Qualifications Nursing policy compliance Collaborate with healthcare professionals Employee onboarding Nursing department supervision Nursing RN License Phone communication Outpatient clinic experience Bachelor of Science Patient assessment Staff scheduling Regulatory compliance Mid-level State healthcare regulations Outpatient Team development Key Performance Indicators EMR/EHR Clinical staff training Team management Decision making Staff training Bachelor of Science in Nursing Clinical documentation Healthcare team management Bachelor's degree in nursing Clinical documentation improvement Phone triage 1 year Phone call management Onboarding process management Care coordination Associate's degree Associate Degree in Nursing Referral coordination Escalation handling Leadership Backlog management Call center management Communication skills Staffing management Staff development Family medicine

Full Job Description Job Title:

Supervisor, Call Center RN's Department:

Clinic Position Type:

Full-Time FLSA:

Non-Exempt Job Summary The Supervisor, Call Center Registered Nurse provides both clinical and operational leadership for the centralized RN phone triage team supporting Family Medicine, Gynecology, Sexual Health, HIV, Hepatitis C, and Pediatric services. This role ensures patients receive safe, timely, and evidence‑based clinical guidance while maintaining consistency, high‑quality care, and regulatory compliance across all service lines. Blending hands‑on clinical expertise with strong people leadership, the Supervisor standardizes triage workflows, supports RN development, oversees staffing and performance, and partners with interdisciplinary teams to enhance patient access, care continuity, efficiency, and the overall patient experience. Duties/Responsibilities Supervise and support the RN Phone Triage team, providing coaching, performance oversight, and clinical guidance. Monitor call center performance metrics, including response times, call volumes, and patient satisfaction. Step in during high‑volume periods to relieve call queue backlogs by answering phones and triaging patient calls to ensure timely access to care. Assist with complex patient triage situations and serve as the escalation point for clinical concerns. Monitor documentation quality to ensure accurate and complete EMR entries. Provide direct clinical coverage during RN PTO or unplanned absences, including phone triage, patient assessment, and scheduling support. Ensure accurate clinical decision‑making, care coordination, referrals, emergency guidance, and provider escalations when appropriate. Collaborate with the Call Center Manager and interdisciplinary practice teams to improve workflows and implement quality initiatives. Develop and maintain staffing schedules to ensure adequate coverage. Conduct regular team meetings, ongoing education, and competency assessments for RN staff. Lead onboarding, orientation, and specialty‑specific training for new RN team members. Maintain compliance with NYS RN Scope of Practice and organizational policies. Promote a supportive, inclusive, team‑oriented work environment. Required Skills/Abilities Valid New York State Registered Nurse (RN) license. Bachelor of Science in Nursing (BSN) preferred. Minimum 2 years of clinical nursing experience (ambulatory, outpatient, or family medicine preferred). Experience with clinical assessment and telephone triage across multiple service lines. Minimum 2 years of Epic EMR experience required. 1-2 years of supervisory or team lead experience required. Strong communication, and problem‑solving skills. Ability to manage multiple priorities in a fast‑paced environment. Excellent interpersonal skills with commitment to outstanding customer service. Ability to work respectfully with diverse patient, employee, and visitor populations. Education and Experience Graduate of an accredited School of Nursing. Associate Degree in Nursing (ADN) required. Bachelor of Science in Nursing (BSN) strongly preferred. Experience supporting diverse or vulnerable patient populations preferred. Experience with clinical assessment, symptom evaluation, and/or telephone triage preferred. Physical Requirements Ability to stand, sit, walk, use hands, reach, talk, and hear regularly. Occasional stooping, bending, and lifting/moving up to 25 lbs. Vision requirements include close, distance, peripheral, and depth perception, with ability to adjust focus. Responsibilities listed represent essential job functions aligned with ADA requirements. Equal Employment Opportunity Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and identities. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement activities.