RN Call Center Lead

Job Details

Employment Type
Direct Hire
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Seeking a Registered Nurse (RN) Call Center Lead for a healthcare company in Gillette, WY. This individual is a nursing professional that plays a pivotal role in overseeing the day-to-day operations of a healthcare call center, ensuring the delivery of high-quality patient care services, and fostering a positive and collaborative work environment among call center staff. This position will be responsible for training call center staff to ensure provider’s schedules are full daily with patient appointments to maximize the incoming of new patients, and to meet specific KPI’s of the clinic.

Supervisory Responsibilities:

  • Oversee 3-5 Call Center employees.
  • Provide leadership, guidance, and supervision to the call center staff, including medical assistants, and support personnel.


1. Workflow Management:

  • Coordinate and oversee the day-to-day operations of the call center, including call volume management, scheduling, and staffing assignments.

2. Quality Assurance:

  • Implement and monitor quality assurance measures to ensure that patient interactions meet established clinical standards and protocols.

3. Training and Development:

  • Conduct training sessions for call center staff on clinical protocols, communication techniques, and customer service skills. Develop scripts for call center staff to help answer common questions.

4. Organizational Support:

  • Continuously stay informed and train staff of the organization’s service lines to be able to answer basic questions along with helping to sell the companies services to customers.
  • Develop a culture where all open appointments of providers are filled daily, to improve the timeframe it takes for new patients to be able to see our providers.

5.Performance Evaluation:

  • Conduct regular performance evaluations for call center staff, provide feedback, and address any performance issues or concerns.

6. Problem Resolution:

  • Address patient complaints, escalations, and complex clinical inquiries in a timely and effective manner.

7. Critical Thinking:

  • Handle all acute calls that need triage to determine if the patient needs to go to the emergency department or can be seen by our provider for sick visit

8. Collaboration:

  • Collaborate with other healthcare professionals, including physicians, nurses, and administrative staff, to optimize patient care delivery and workflow processes.

9. Data Analysis:

  • Analyze call center data, including call volume, patient demographics, and outcomes, to identify trends, opportunities for improvement, and best practices.

10. Compliance:

  • Ensure compliance with relevant healthcare regulations, privacy laws, and organizational policies and procedures.

11. Continuous Improvement:

  • Identify opportunities for process improvement and implement initiatives to enhance the efficiency, effectiveness, and satisfaction of call center services.

12. All other duties as assigned.

  • As an RN, this position may be asked to provide medical services as a back-up when short-staffed. This position may also be asked to help provide chronic care management to help support our chronic care management team.

Required Skills/Abilities:

  • Have extensive clinical experience as a registered nurse, preferably in a healthcare setting that involves patient triage, assessment, and care coordination.
  • Demonstrate strong leadership abilities, including the ability to motivate and inspire staff, foster teamwork, and resolve conflicts.
  • Possess excellent communication skills, both verbal and written, to effectively interact with patients, staff, and other stakeholders.
  • Exhibit strong critical thinking and problem-solving skills to assess complex clinical situations and make appropriate decisions. Must be able to develop a culture of critical thinking and customer service.
  • Have excellent organizational skills and the ability to manage multiple priorities and deadlines in a fast-paced environment.
  • Be proficient in using electronic health record systems, call center software, and other technology tools commonly used in healthcare settings.
  • Have a strong commitment to customer service excellence and patient satisfaction.
  • Be flexible and adaptable to changing priorities, patient needs, and organizational requirements.


  • Hold a valid RN license in the state of Wyoming.
  • At least 5 years relevant experience required.

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