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Manager, Nurse Triage Helpline (telephonic triage, remote position)

Amalgamated Medical Care Management, Inc.

Last Updated: 6/22/22

Job Description

*Compact RN licensed is required for this position.
About Amalgamated Medical Care Management:

Amalgamated Medical Care Management, Inc. is a premier nationwide medical management company that provides services including a Nurse Helpline (telephonic triage) and Health Information line, Telemedicine, Utilization Management, Case Management and Physician Review.

We consider our employees our greatest asset and provide a positive work environment that rewards professionalism, hard work and a commitment to the highest standards of customer service. Each employee is given the opportunity to develop their skills, advance and achieve personal fulfillment. A competitive compensation package, coupled with a congenial work atmosphere, has made Amalgamated Medical Care Management an organization with many longstanding, loyal employees.

Position Summary:

There are 2 managers of the Nurse Triage Helpline that work collaboratively together to oversee the day-to-day operations of the 24/7/365 Nurse Helpline. Reporting directly to the Chief Nurse Executive, each Manager is responsible for monitoring staff performance and productivity, ensuring successful and smooth new and existing client implementations, conducting regular quality reviews with actionable feedback to staff, and periodic staff evaluations. This role includes participation in the budget process, strategic planning, Chief Nurse Executive (CNE) meetings, and overall company programs.

Essential Duties and Responsibilities:

(To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

  • Under the direction of the CNE, oversees and directs the efficiency of the triage workflow for team members.
  • Creates, monitors and adjusts staff schedules while ensuring appropriate staff coverage based on call volume for each shift, each day.
  • Serves as a resource to team members in resolving clinical and/or policy questions.
  • Identify and implement quality improvement process within the scope of the organization's goals and objectives.
  • Works with CNE to communicate with team members the department’s objectives, standards, and expectations. Develops objectives and standards in conjunction with management.
  • Researches and resolves customer service issues regarding specific cases and/or policies. Communicates problems and resolution to management, other departments, and callers.
  • Interview, hire, train, and develop assigned employees, and evaluate team member’s performance. Provide feedback whenever needed to employees and management. Ensures and has oversight of all professional licensure (RN, LICSW, other professional licensure in the department) and that all staff’s licenses are current and in good standing.
  • Reports to management the individual performance of team members as it relates to service, clinical knowledge, case review, and productivity. Completes and/or delegates as appropriate, written performance evaluation of team members.
  • Work with CNE to develop and implement the clinical and operational policies and procedures. Review and update annually.
  • Promotes a positive and cooperative working relationship among team members, other team leaders, management, and other departments.
  • Coordinates time off requests of team members to ensure adequate staffing levels for the department.
  • Work with CNE to identify potential risk management issues with timely follow-up.
  • Participate in budget process as directed by CNE.
  • Prepares, analyzes, and submits administrative reports.
  • Function in Nurse Counselor role minimum 20% of the time.
  • Responsible for management oversight of 24 Hour Services staff and works every other weekend or as needed.
  • Able to manage multiple priorities and think critically in an independent manner.
  • Work with CNE to be the key contact for clients during implementation and upon completion of implementation.
  • Participates on an AMCM Quality Management Committee.
  • Will rotate on-call availability in collaboration with the matrixed co-Manager and CNE.
  • Participate in RFP process as needed.
  • Participate in accreditations and certifications for the company with the CNE.

Education and/or Experience:

(i.e., Master’s, Bachelor’s or Associate’s degree, High School Diploma and/or Certifications, and number of years and type of relevant experience required)

  • Concurrent RN licensure in state of NH.
  • Nursing degree or diploma with 6 or more years of experience or MS/MSN with 4 years of experience.
  • Clinical experience involving substantial public contact and previous triage and education role.
  • Management/Supervisory experience.
  • Experience with quality management/risk management programs at the management level.
  • Project implementation experience.
  • Current CPR certification required.

Knowledge and skills: (i.e., verbal and written communication skills, analytical skills, organization skills, computer knowledge, sales knowledge, etc.)

  • Demonstrated nursing professionalism.
  • Conflict management/negotiating skills.
  • Knowledge of organization and community resources.
  • Computer literacy with Window™ Operating System.
  • Highly motivated self-starter.
  • Excellent written, verbal and interpersonal communication skills.
  • Works effectively with minimum supervision.
  • Time management skills.
  • Works well as a team player and has excellent team building skills.

Physical Demands: (i.e., if applicable, lifting boxes or equipment, indicate maximum weight, electrical wiring, painting, etc.)

  • Lifting up to 25 lbs. on occasion.

Work Environment: (i.e., office, mailroom, construction (cable wiring, telecomm), etc.)

  • Home office or office setting in NH.



Company Details

Salem, New Hampshire, United States
Amalgamated Medical Care Management, Inc. (AMCM) is a premier national leading resource for a comprehensive suite of high quality medical and care management services including a nurse helpline, telemedicine, utilization management/review, health call center, physician review, Independent Review Organization and case management. AMCM also offers vital services such as disease management, disabilit...