Job Description

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combating anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Supervisor, Nursing Operations plays a key leadership role in overseeing the day-to-day operations of the nursing team, including triage nurses, remote nurse care managers, and field-based nurses. This position ensures the delivery of high-quality, patient-centered care across all markets through clinical oversight, training, performance management, and workflow optimization.

The Supervisor partners closely with Clinical Operations and interdisciplinary teams to support transitions of care, care plan development, proactive outreach, and triage functions. They are responsible for ensuring clinical protocols are followed, performance expectations are met, and that care is coordinated efficiently and effectively to drive improved patient outcomes.

Responsibilities:

• Provide direct supervision, mentorship, and support to a team of nurses including Triage Nurses (TRNs) and Nurse Care Managers (NCMs).
• Oversee day-to-day team activities, ensuring timely outreach, triage follow-ups, and completion of assessments and care planning.
• Support transitions of care, including ED and inpatient discharge workflows, ensuring post-discharge follow-up standards are met.
• Monitor team productivity, call volumes, and documentation to ensure compliance with internal standards and payer requirements.
• Analyze performance data, generate reports, and use insights to drive continuous improvement and operational excellence.
• Partner with leadership to develop training content and ensure onboarding, ongoing education, and professional growth of nursing staff.
• Collaborate cross-functionally with clinical leadership, providers, and other departments to enhance patient care delivery.
• Maintain consistency in workflows and lead performance evaluations, coaching, and corrective actions as needed.
• Ensure compliance with clinical guidelines, regulatory requirements, and quality standards (e.g., URAC, NCQA).

Skills Required:

• Unrestricted RN license in the state(s) of care management activities a minimum requirement.
• At least 5 years of experience in a healthcare setting with demonstrated leadership in nursing operations, care coordination, or telehealth/triage roles, including oversight of clinical workflows, team performance, and quality improvement initiatives. Certified Case Manager (CCM) or similar care management certification is preferred but not required.Strong understanding of care transitions, discharge planning, and telephonic triage.
• Experience with supervisory responsibilities, including performance management, coaching, and training.
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines.
• Ability to maintain professional boundaries with both team members and patients.
• Cultural humility and the ability to engage with diverse patient populations.
• Strong problem-solving skills and the ability to manage clinical escalations.

Key Behaviors:

Leadership & Mentorship:

• Builds high-functioning teams, provides clear direction, and fosters professional development.
• Ensures the team remains motivated, informed, and well-prepared to deliver high-quality patient care.

Collaboration & Teamwork:

• Works effectively with cross-functional teams to coordinate care and optimize patient outcomes.
• Collaborates with Clinical Operations leadership to address challenges and improve processes.

Efficiency & Time Management:

• Demonstrates strong organizational skills and the ability to prioritize tasks, ensuring timely patient outreach and follow-up care.

Patient-Centered Focus:

• Always advocates for the best interests of patients, ensuring care plans are clearly communicated, implemented, and followed through.

Adaptability:

• Thrives in a fast-paced, dynamic environment, showing flexibility and responsiveness to the evolving needs of the organization and patients.

Data-Driven Decision Making:

• Utilizes data to drive operational improvements, assess team performance, and ensure the highest quality of care for patients.

Effective Communication:

• Engages in open, respectful communication with staff, patients, and other stakeholders.

Competencies:

Clinical Expertise:

• In-depth knowledge of triage protocols and telephonic care coordination.

Supervisory Skills:

• Ability to manage a team of nurses, including conducting performance evaluations, training new hires, and fostering professional growth.

Critical Thinking & Problem Solving:

• Ability to identify gaps in care or workflow inefficiencies, applying critical thinking to resolve issues.

Operational Excellence:

• Strong understanding of workflow management, team productivity, and patient care optimization.

Technology Proficiency:

• Experience using various technology tools (EHR, CRM, Microsoft Excel) to document patient care, track team performance, and generate reports.

Communication & Relationship Building:

• Skilled in both written and oral communication, effectively conveying information to diverse groups, including patients, families, and healthcare providers.

Cultural Competence:

• Demonstrates sensitivity to cultural differences and engages with patients and colleagues in a respectful and inclusive manner.

Outcome-Focused:

• Committed to achieving positive clinical and operational outcomes through effective management and coordination of triage care.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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