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About the Role
The Clinical Triage Supervisor serves as a clinical leader within the Clinical Triage contact center, responsible for training, coaching, and overseeing daily operations. This role supports staff performance, ensures quality standards, and facilitates effective team communication to deliver excellent patient experience. The supervisor also provides leadership, coaching, quality assurance, and operational guidance to navigate patients to the appropriate level of care with the correct urgency, promoting a culture of safety, quality, accountability, and exceptional patient experience.
Responsibilities
- Supervises, plans, and leads functions related to assigned Clinical Triage RNs.
- Oversees the handling of escalated complaints or inquiries regarding contact center clinical triage functions.
- Carries out day-to-day supervision, coaching, call monitoring, training, and reviewing of assigned Clinical Triages RNs.
- Develops and communicates performance standards to Clinical Triage RNs and performs evaluations.
- Encourages others to develop skills for the future and arranges development opportunities.
- Conducts regularly scheduled team meetings to communicate issues or changes in policies/procedures.
- Manages work to KPIs, mission, value, and objectives of the overall Clinical Triage contact center.
- Aids in day-to-day execution of tasks and clinical triage based on patient demand.
- Effectively communicates with the Clinical Triage Manager and Management, summarizing feedback from RNs.
- Participates in quality, subsequent reporting, and escalation to support services.
- Participates in Clinical Triage RN training and onboarding, supports process improvement initiatives, engages in professional development and peer reviews.
- Promotes transparent communication among leadership teams.
- Responsible for other duties assigned by Clinical Triage Manager.
Requirements
- Minimum 5 years of experience as a Registered Nurse.
- Minimum 2 years of experience in clinical triage, contact center nursing, ambulatory care, emergency department, acute care, or critical care.
- Minimum 3 years of experience in previous leadership, charge nurse, preceptor, team lead, or supervisory experience preferred.
- Experience with Quality Assurance, performance improvement, or audit activities preferred.
- Experience with Epic and electronic triage software preferred.
Skills
- Strong clinical assessment and telephone triage skills.
- Demonstrated leadership and team-building abilities.
- Ability to coach, mentor, and develop staff.
- Strong understanding of quality assurance principles and performance improvement methodologies.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to effectively manage competing priorities in a fast-paced environment.
- Proficiency with EMR systems, clinical technology, and reporting tools.
- Bilingual (English/Spanish) preferred.
Location
- Midtown
Work Type
- Full-time
Experience Level
- Minimum 5 years of experience as a Registered Nurse
- Minimum 2 years of experience in clinical triage, contact center nursing, ambulatory care, emergency department, acute care, or critical care
- Minimum 3 years of experience in previous leadership, charge nurse, preceptor, team lead, or supervisory experience preferred
Education Level
- Bachelor of Science in Nursing (BSN) required.
- Master's Degree in Nursing, Healthcare Administration or related field preferred.
Salary/Compensations
- $124,300.00 - $137,700.00
About the Company
- Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.”
Equal Opportunity
- No person shall be denied employment on the basis of any legally protected status or be subjected to prohibited discrimination involving, but not limited to, race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.
- Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds.
- We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply.
- Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act.
- We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.