Supervisor - Triage Advisor Contact Center (RN)

Join our team of 34,000+ employees and 5,000+ system providers working to build lasting relationships with patients, communities, and each other. Use your nursing skills in a supportive environment without the physical demands of a hospital or clinic role.

About the role

The Triage Team Supervisor provides operational and clinical leadership for the Triage Advisor Contact Center, overseeing RN triage staff, daily workflow, quality standards, productivity, customer service, and process improvement initiatives. This role combines people leadership, call center operations, clinical expertise, data analysis, and customer service excellence to ensure effective and efficient patient access and triage services.

Responsibilities

• Maintain personal clinical competency by periodically assisting customers.
• Supervise daily triage team operations and staff performance.
• Monitor workflow, productivity, quality metrics, and clinical protocol adherence.
• Train, coach, educate, and develop triage staff.
• Implement process improvements and operational changes.
• Review productivity reports and manage performance expectations.
• Provide triage support and cover staffing shortages when necessary.
• Collaborate with providers, physicians, and the director.
• Address customer service concerns and initiate service recovery efforts.
• Analyze, collect, and report operational and clinical data.
• Review, update, and educate staff on clinical guideline and protocol changes.
• Coordinate staff assignments based on scope of practice and competency.

Requirements

• B.S./B.A. or related work experience in a clinical setting.
• 3 years clinic or triage RN work experience.
• 1 year supervisory experience.
• MN Registered Nurse (RN) License.
• WI Registered Nurse (RN) License within 120 days.

Preferred Qualifications

• M.A./M.S.
• 4 years management experience.
• 1 year call center experience.
• Basic Life Support (American Heart Assoc or Red Cross).

Schedule

This opening is 1.0 FTE (80 hours per two weeks) on our day/evening shift with an every other weekend rotation. (Weekdays: Evenings, Every other weekend: Days)

Benefits

Fairview offers a generous benefit package including:

• Medical, dental, and vision plans.
• Life insurance, short-term and long-term disability insurance.
• Paid time off (PTO) and Sick and Safe Time.
• Tuition reimbursement.
• Retirement benefits.
• Early access to earned wages.

For additional information, visit Fairview Benefits.

Pay

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on factors such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers internal equity when making offers. Hiring at the maximum of the range is not typical. If eligible, a sign-on bonus may be offered based on the approved program at the time of the offer.