System Nursing Call Center Manager- Adult Primary Care Triage

System Nursing Call Center Manager- Adult Primary Care Triage

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Nursing- Call Center System leadership team in the role of System Nursing Call Center Manager.

As the Clinical Nurse Manager for our Adult Primary Care Triage team, you will serve as a vital leadership link between high-level operational strategy and front-line patient advocacy within the Systemized Nursing Call Center. This role demands a sophisticated blend of analytical and interpersonal skills to manage the daily operations of a remote nursing workgroup, ensuring that resource utilization remains balanced with the delivery of expert, age-appropriate care for our adult patient population. You will be responsible for fostering a collaborative team environment, applying personnel policies with consistency, and utilizing your clinical expertise to resolve complex concerns while meeting rigorous organizational objectives. Success in this position is defined by your ability to lead a high-performing remote team that prioritizes seamless communication, clinical precision, and exceptional customer service in every tele-health interaction.

Oversees the daily operations of patient care and resources, specifically related to triage nursing, medication management, and clinical referral review in the statewide systemized nursing call center. Aligns administrative strategy with frontline delivery by overseeing clinical workflows and resource management for service-line-specific PODs. Provides seamless continuity for patients across the state while ensuring the highest standards of safety, accuracy, and efficiency. Manages a team of remote direct reports while adapting to the specific accountability needs of the program to optimize both the patient and provider experience.

This will be a primarily remote role with occasional onsite expectations reporting to Gateway Plaza Monday-Friday day shift. Ideal candidates will have previous leadership experience and be knowledgeable of primary care adult or family medicine.

Key Relationships

Reports to: Clinical Operations Director

Direct Reports: 10-12

Key Relationships: Primary Care

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• Bachelor's Degree is required. Master's Degree is preferred.
• Requires 4-6 years of relevant experience.
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN License.
• Requires that the RN has graduated from a nationally accredited nursing program.
• Requires Basic Life Support certification through the AHA. Candidate will need to complete quarterly RQI on-site to retain active BLS status.
• Other Advanced Life Support certifications may be required per unit/department specialty according to patient care policies.
• Requires completion of Clinical Specialty Professional Certification within 1 year upon meeting eligibility requirements.
• Requires knowledge in business applications.
• Requires the ability to plan and manage the utilization of resources.
• Requires knowledge of the principles of growth and development over the life span.
• Requires knowledge and skills necessary to provide care appropriate to the age and development levels of the patients served.
• Requires the ability to facilitate and lead work groups.
• Requires the ability to apply the organization personnel policies and procedures.
• Requires the ability to promote teamwork and build effective relationships.
• Requires the ability to take initiative and meet objectives.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.  IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. 

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.