RN Manager, Triage

About the role:

The RN Manager – Clinical Triage Program will be a key part of our Integrated Care Teams, which also include Physicians, Advanced Practice Clinicians, Community Health Workers, Patient Experience Navigators, RNs, Social Workers, Behavioral Health Clinicians, Psychiatrists, and Pharmacists. Together this team is responsible for providing and coordinating holistic, patient-centered care for a dedicated panel of patients with complex medical, behavioral health, and social needs. 

The RN Manager – Clinical Triage Program is responsible for overseeing and executing our centralized triage operations, ensuring timely, safe, and clinically sound responses to patient needs 24/7. You will supervise a growing team of RNs who provide phone-based clinical triage, symptom assessment, and virtual case management for medically and socially complex patients.

In this role, you will supervise a business hours and after hours RN team. You’ll use operational data, clinical dashboards, and real-time feedback to ensure we are meeting patients' needs and supporting the RN team to deliver high-quality, patient-centered care. You’ll also partner with clinical and operational leadership to evolve our triage protocols and workflows in a fast-paced, mission-driven environment.

• Provide direct support to the RN triage team, including coverage planning, escalation management, and troubleshooting in-the-moment clinical or workflow questions.
• Ensure appropriate staffing and handoffs across shifts (days, evenings, weekends) in collaboration with nursing leadership and clinical operations.
• Oversee execution of clinical triage workflows, including reviewing dashboards to ensure timely response to patient outreach, appropriate documentation, and high quality clinical care.
• Collaborate with our Urgent Care clinicians on case management of acute patient needs in order to keep patients healthy at home.
• Monitor program performance using clinical and operational metrics; identify patterns and recommend improvements to workflows, staffing, and triage protocols.
• Provide direct clinical triage care as needed, including symptom assessment, disposition planning, medication management, and coordination with care team members as needed.
• Collaborate with interdisciplinary care team members (e.g. physicians, APCs, social workers, behavioral health clinicians) to ensure safe and coordinated care for high-risk patients.
• Lead and participate in case reviews, huddles, or clinical rounds to support comprehensive care planning.
• Contribute to evolving triage protocols, decision support tools, and EHR workflows based on frontline experience and team input.
• Lead onboarding and training of new triage RNs; provide coaching and case-based feedback to ensure high standards of care.
• Roles and responsibilities may evolve as our care model develops.

• Passionate about caring for complex, historically underserved patients with co-occurring chronic and behavioral health conditions 
• Team player who enjoys working in an integrated, multi-disciplinary model 
• Excellent communicator able to coach and mentor clinical and non-clinical members of multidisciplinary teams on excellent patient care. 
• Committed to providing the highest quality, outstanding clinical care and willing to go the extra mile for all patients.
• Excited to be a part of a rapidly evolving, innovative care model
• Comfortable with technology

• Required
• Active, unrestricted RN license in the state where you are applying
• 5+ years of clinical experience serving adults with complex medical conditions, preferably including triage, urgent care, or care management
• 3+ years of experience managing or supervising clinical staff
• Exceptional clinical judgment and triage skills, including the ability to assess symptoms, prioritize safety, and direct care virtually
• Proficiency with electronic health records and comfort learning new digital tools
• Ability to work some nontraditional hours to support coverage and team supervision (e.g., weekend or morning check-ins)
• Proficiency in utilizing electronic health records and telehealth platforms; Ability to adapt to new technologies/software
• Valid unrestricted driver's license and access to an insured vehicle for daily use

• Preferred 
• Active nursing license in Michigan, Colorado and/or Massachusetts
• Experience developing or implementing triage protocols and quality assurance standards
• Analytical skills to leverage data-driven insights to inform decision-making and drive quality improvement efforts
• Strong organizational and time management skills, with the ability to be detail oriented, and prioritize tasks effectively in a fast-paced environment.
• Experience in one or more of the following: home-based nursing care, ambulatory primary care, care transitions, care management, interdisciplinary care team care, behavioral health and trauma-informed care. 
• Experience in quality improvement projects, change management initiatives or healthcare start up environments