Supervisor, Call Center RNs at Trillium Health Inc. – Rochester, New York

Job Title: Supervisor, Call Center RN’s
Department: Clinic
Position Type: Full-Time
FLSA: Non-Exempt

The Supervisor, Call Center Registered Nurse provides both clinical and operational leadership for the centralized RN phone triage team supporting Family Medicine, Gynecology, Sexual Health, HIV, Hepatitis C, and Pediatric services. This role ensures patients receive safe, timely, and evidence‑based clinical guidance while maintaining consistency, high‑quality care, and regulatory compliance across all service lines.

Blending hands‑on clinical expertise with strong people leadership, the Supervisor standardizes triage workflows, supports RN development, oversees staffing and performance, and partners with interdisciplinary teams to enhance patient access, care continuity, efficiency, and the overall patient experience.

• Supervise and support the RN Phone Triage team, providing coaching, performance oversight, and clinical guidance.
• Monitor call center performance metrics, including response times, call volumes, and patient satisfaction.
• Step in during high‑volume periods to relieve call queue backlogs by answering phones and triaging patient calls to ensure timely access to care.
• Assist with complex patient triage situations and serve as the escalation point for clinical concerns.
• Monitor documentation quality to ensure accurate and complete EMR entries.
• Provide direct clinical coverage during RN PTO or unplanned absences, including phone triage, patient assessment, and scheduling support.
• Ensure accurate clinical decision‑making, care coordination, referrals, emergency guidance, and provider escalations when appropriate.
• Collaborate with the Call Center Manager and interdisciplinary practice teams to improve workflows and implement quality initiatives.
• Develop and maintain staffing schedules to ensure adequate coverage.
• Conduct regular team meetings, ongoing education, and competency assessments for RN staff.
• Lead onboarding, orientation, and specialty‑specific training for new RN team members.
• Maintain compliance with NYS RN Scope of Practice and organizational policies.
• Promote a supportive, inclusive, team‑oriented work environment.

• Valid New York State Registered Nurse (RN) license.
• Bachelor of Science in Nursing (BSN) preferred.
• Minimum 2 years of clinical nursing experience (ambulatory, outpatient, or family medicine preferred).
• Experience with clinical assessment and telephone triage across multiple service lines.
• Minimum 2 years of Epic EMR experience required.
• 1–2 years of supervisory or team lead experience required.
• Strong communication, and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent interpersonal skills with commitment to outstanding customer service.
• Ability to work respectfully with diverse patient, employee, and visitor populations.

• Graduate of an accredited School of Nursing.
• Associate Degree in Nursing (ADN) required.
• Bachelor of Science in Nursing (BSN) strongly preferred.
• Experience supporting diverse or vulnerable patient populations preferred.
• Experience with clinical assessment, symptom evaluation, and/or telephone triage preferred.

• Ability to stand, sit, walk, use hands, reach, talk, and hear regularly.
• Occasional stooping, bending, and lifting/moving up to 25 lbs.
• Vision requirements include close, distance, peripheral, and depth perception, with ability to adjust focus.
• Responsibilities listed represent essential job functions aligned with ADA requirements.

Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and identities. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement activities.