Senior Manager, Nurse Navigation Call Centers

Global Medical Response
paid time off, 401(k)
United States, Texas, Lewisville
4400 Texas 121 (Show on map)
Sep 04, 2025
Senior Manager, Nurse Navigation Call Centers Location: Lewisville, TX $115K-$120K Range Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you'll embark in meaningful work that will make an impact on you and the customers we service. View our employees' stories on how we provide care to the world at www.AtaMomentsNotice.com. The Nurse Navigation program's mission is focused on improving access to high-quality care, decreasing unnecessary healthcare expenditures, and improving the overall experience, satisfaction, and clinical outcomes for the populations we serve. The Nurse Navigation program is growing and expanding with a second call center located in Phoenix, Arizona in a state-of-the-art Integrated Communications Center (ICC). Using proprietary evidence based clinical decision software to immediately evaluate a caller's current condition, we can match the caller with the appropriate resources to meet the caller's unique healthcare needs. The Senior Manager, Nurse Navigation Call Center, reporting to the VP, Nurse Navigation, is responsible for overseeing the daily operations of the nurse navigation call centers. This role involves managing a team of nurse navigators, ensuring high-quality care, and implementing strategies to improve efficiency and caller satisfaction. Key Responsibilities: Oversee the daily operations of the nurse navigation call centers. Manage and support a team of nurse navigators. Develop and implement strategies to improve call center efficiency and caller satisfaction. Monitor and analyze call center performance metrics. Ensure compliance with healthcare regulations and standards. Collaborate with other departments to enhance navigation services. Provide coaching and development opportunities for staff. Handle escalated caller issues and concerns. Qualifications: Bachelor's degree in nursing or a related field. Current RN license. Minimum of 5 years of experience in a healthcare setting, with at least 2 years in a managerial role. Strong leadership and team management skills. Ability to analyze data and make informed decisions. Knowledge of healthcare regulations and standards. Experience using Workforce Management systems. Required Skills: Proficient in MTLS, VoIP telephone, recording, and other call center equipment/software programs. Strong organization, project management, and problem-solving skills. Knowledge of Power BI, Excel, PowerPoint, Access, and Word. Experience in public safety or medical services preferred. Knowledge of performance evaluation and customer service metrics. Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.). Commitment to personal and professional growth through the advancement of leadership knowledge, skills, and abilities. Working Conditions: Full-time position. May require occasional evening or weekend hours. Office-based Expected 25% Travel EEO Statement Salary Range $115k-$120k Check out our careers site Benefits \| GMR Careers to learn more about our comprehensive benefit options, which include medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation and paid time off. The application window for this position is anticipated to close on 10.4.2025 Check out our careers site benefits page to learn more about our benefit options. R0046983