Gentiva
Overview:
Lead with Compassion. Manage with Purpose. Improve Access to Care.
We are seeking an experienced and driven Telephonic Triage Nurse Manager to lead our hospice triage call center team. This position plays a critical role in managing call center operations, supervising clinical and non-clinical staff, optimizing triage workflow, and ensuring the delivery of high-quality, compassionate care over the phone. If you're a licensed RN with call center leadership experience, and a passion for patient-centered care, we invite you to make a difference with us.
About the Role:
The Telephonic Triage Manager is responsible for leading and supporting day-to-day clinical call center operations. This includes staff scheduling, training, coaching, performance management, and maintaining alignment with compliance, quality, and organizational standards.
Key Responsibilities:
Oversee daily operations and staffing of the remote hospice triage team
Hire, train, schedule, and mentor RNs and support staff in a virtual environment
Monitor triage performance metrics including call handling, quality, and adherence
Analyze team data and identify opportunities for improvement and efficiency
Provide coaching and feedback to drive staff performance and professional growth
Coordinate and lead team meetings, training sessions, and performance evaluations
Collaborate with business leaders and interdisciplinary teams to support patient care goals
Ensure compliance with state, federal, and organizational policies and procedures
Maintain team engagement and alignment with company mission and core values
Participate in special projects, committees, and strategic initiatives as assigned
Regularly communicate department status, progress, and issues to leadership
About You:
Qualifications: Bachelors degree required (Nursing or Healthcare Administration preferred)
Valid Registered Nurse (RN) license
Minimum of 2 years of supervisory or management experience in hospice care
Prior experience managing staff in a remote or virtual environment
Experience developing and implementing training programs and procedures
Familiarity with call center operations and triage performance metrics
Ability to analyze performance data and drive process improvements
Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Strong communication, organizational, and time management skills
Ability to work independently and lead within a fast-paced, virtual environment
Preferred Experience: Hospice or palliative care leadership experience
Background in clinical triage and symptom management
Experience with call center platforms and healthcare systems
We Offer:
Benefits for All Associates (Full-Time, Part-Time & Per Diem): Competitive Pay 401(k) with Company Match Career Advancement Opportunities National & Local Recognition Programs Teammate Assistance Fund
Additional Full-Time Benefits: Medical, Dental, Vision Insurance Mileage Reimbursement or Fleet Vehicle Program Generous Paid Time Off + 7 Paid Holidays Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care) Education Support & Tuition Assistance (ASN to BSN, BSN to MSN) Free Continuing Education Units (CEUs) Company-paid Life & Long-Term Disability Insurance Voluntary Benefits (Pet, Critical Illness, Accident, LTC) Ready to lead a team that supports patients when they need us most? Apply now to guide clinical excellence from behind the scenesand beyond expectations. Legalese:
This is a safety-sensitive position Employee must meet minimum requirements to be eligible for benefits Where applicable, employee must meet state specific requirements We are proud to be an EEO employer We maintain a drug-free workplace Location: Gentiva Our Company:
At Gentiva, it is our privilege to offer compassionate care in the comfort of wherever our patients call home. We are a national leader in hospice care, palliative care, home health care, and advanced illness management, with nearly 600 locations and thousands of dedicated clinicians across 38 states. Our place is by the side of those who need us from helping people recover from illness, injury, or surgery in the comfort of their homes to guiding patients and their families through the physical, emotional, and spiritual effects of a serious illness or terminal diagnosis. Our nationwide reach is powered by a family of trusted brands that include: Hospice care:
Gentiva Hospice, Emerald Coast Hospice Care, Heartland Hospice, Hospice Plus, New Century Hospice, Regency SouthernCare, SouthernCare Hospice Services, SouthernCare New Beacon Palliative care:
Empatia Palliative Care, Emerald Coast Palliative Care Home health care:
Heartland Home Health Advanced illness management:
Illumia Health With corporate headquarters in Atlanta, Georgia, and providers delivering care across the U.S., we are proud to offer rewarding careers in a collaborative environment where inspiring achievements are recognized and kindness is celebrated.
Hire, train, schedule, and mentor RNs and support staff in a virtual environment
Monitor triage performance metrics including call handling, quality, and adherence
Analyze team data and identify opportunities for improvement and efficiency
Provide coaching and feedback to drive staff performance and professional growth
Coordinate and lead team meetings, training sessions, and performance evaluations
Collaborate with business leaders and interdisciplinary teams to support patient care goals
Ensure compliance with state, federal, and organizational policies and procedures
Maintain team engagement and alignment with company mission and core values
Participate in special projects, committees, and strategic initiatives as assigned
Regularly communicate department status, progress, and issues to leadership
About You:
Qualifications: Bachelors degree required (Nursing or Healthcare Administration preferred)
Valid Registered Nurse (RN) license
Minimum of 2 years of supervisory or management experience in hospice care
Prior experience managing staff in a remote or virtual environment
Experience developing and implementing training programs and procedures
Familiarity with call center operations and triage performance metrics
Ability to analyze performance data and drive process improvements
Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Strong communication, organizational, and time management skills
Ability to work independently and lead within a fast-paced, virtual environment
Preferred Experience: Hospice or palliative care leadership experience
Background in clinical triage and symptom management
Experience with call center platforms and healthcare systems
We Offer:
Benefits for All Associates (Full-Time, Part-Time & Per Diem): Competitive Pay 401(k) with Company Match Career Advancement Opportunities National & Local Recognition Programs Teammate Assistance Fund
Additional Full-Time Benefits: Medical, Dental, Vision Insurance Mileage Reimbursement or Fleet Vehicle Program Generous Paid Time Off + 7 Paid Holidays Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care) Education Support & Tuition Assistance (ASN to BSN, BSN to MSN) Free Continuing Education Units (CEUs) Company-paid Life & Long-Term Disability Insurance Voluntary Benefits (Pet, Critical Illness, Accident, LTC) Ready to lead a team that supports patients when they need us most? Apply now to guide clinical excellence from behind the scenesand beyond expectations. Legalese:
This is a safety-sensitive position Employee must meet minimum requirements to be eligible for benefits Where applicable, employee must meet state specific requirements We are proud to be an EEO employer We maintain a drug-free workplace Location: Gentiva Our Company:
At Gentiva, it is our privilege to offer compassionate care in the comfort of wherever our patients call home. We are a national leader in hospice care, palliative care, home health care, and advanced illness management, with nearly 600 locations and thousands of dedicated clinicians across 38 states. Our place is by the side of those who need us from helping people recover from illness, injury, or surgery in the comfort of their homes to guiding patients and their families through the physical, emotional, and spiritual effects of a serious illness or terminal diagnosis. Our nationwide reach is powered by a family of trusted brands that include: Hospice care:
Gentiva Hospice, Emerald Coast Hospice Care, Heartland Hospice, Hospice Plus, New Century Hospice, Regency SouthernCare, SouthernCare Hospice Services, SouthernCare New Beacon Palliative care:
Empatia Palliative Care, Emerald Coast Palliative Care Home health care:
Heartland Home Health Advanced illness management:
Illumia Health With corporate headquarters in Atlanta, Georgia, and providers delivering care across the U.S., we are proud to offer rewarding careers in a collaborative environment where inspiring achievements are recognized and kindness is celebrated.