Nurse Navigation Supervisor

Nurse Navigation Supervisor

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 CHOSE GMR?

Global Medical Response's (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 in meaningful work that will make an impact on you and the customers we serve. View our employees' stories on how we provide care to the world at www.AtaMomentsNotice.com. To learn more about GMR and how our values are at the core of our services and vital to how we approach care, visit www.GlobalMedicalResponse.com.

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.

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