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System Nursing Call Center Manager- Consumer Messages

Department: System Nursing Call Center

Position Type: Full-Time, Regular

Work Schedule: Monday - Friday, Primary Day Hours (Flexible shift options available)

Work Location: 100% Remote (Indiana Residents Only - Must physically reside in Indiana)

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Call Center System Nursing leadership team in the role of System Nursing Call Center Manager.

Position Summary

The Manager - System Nursing Call Center (Consumer Messages) provides clinical, operational, and strategic leadership in establishing, building, and managing a dedicated pool of clinical team members focused on statewide primary care patient clinical consumer messages. This role leads the centralized handling of asynchronous patient communications-including digital patient portal messages (e.g., Epic MyChart/Cerner), clinical inquiries, lab/test result follow-ups, and protocol-driven clinical triage-across all ambulatory primary care service lines.

The Manager is responsible for recruitment, remote team engagement, staffing optimization, quality assurance, and adherence to Service Level Agreements (SLAs). Working closely with ambulatory leadership and clinical governance, this leader ensures safe, high-quality, and standardized clinical message routing and triage, improving patient access, provider satisfaction, and primary care clinic efficiency.

This is a primarily remote role with occasional travel expectations. Candidates should reside in the state of IN with preference for individuals with previous leadership, Primary Care and ambulatory experience.

Key Leadership Responsibilities

• Build, lead, and retain a high-performing remote team of clinical team members supporting primary care message triage.
• Provide day-to-day leadership, including coaching, performance management, professional development, and employee engagement.
• Establish staffing and scheduling strategies that ensure appropriate coverage, workload balance, and service level attainment.
• Drive clinical and operational excellence through standardized workflows, evidence-based triage protocols, and quality oversight.
• Develop strong partnerships with physicians, practice leaders, clinic staff, and IT teams to ensure seamless patient care delivery.
• Monitor and improve performance metrics, including turnaround times, quality outcomes, productivity, and patient satisfaction.
• Lead continuous improvement initiatives using data and analytics to optimize workflows, staffing models, and operational efficiency.
• Ensure regulatory compliance and clinical safety through policy oversight, quality audits, risk management, and adherence to nursing and HIPAA standards.
• Champion change management and program growth, guiding teams through new processes, technology enhancements, and evolving organizational priorities.

Leadership Competencies

• Remote Team Leadership
• Talent Development & Employee Engagement
• Clinical Operations Management
• Strategic Workforce Planning
• Performance & Quality Improvement
• Cross-Functional Collaboration
• Data-Driven Decision Making
• Change Leadership
• Regulatory & Clinical Governance

Key Relationships

Reports to: System Nursing Call Center Primary Care Director

Direct Reports: 8-12

Key Relationships: Primary Care, System Patient Access Center, Education Dept

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• Bachelor's Degree is required. Master's Degree is preferred.
• Requires 4-6 years of relevant experience.
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN License.
• Requires that the RN has graduated from a nationally accredited nursing program.
• Requires Basic Life Support certification through the AHA. Candidate will need to complete quarterly RQI on-site to retain active BLS status.
• Other Advanced Life Support certifications may be required per unit/department specialty according to patient care policies.
• Requires completion of Clinical Specialty Professional Certification within 1 year upon meeting eligibility requirements.
• Requires knowledge in business applications.
• Requires the ability to plan and manage the utilization of resources.
• Requires knowledge of the principles of growth and development over the life span.
• Requires knowledge and skills necessary to provide care appropriate to the age and development levels of the patients served.
• Requires the ability to facilitate and lead work groups.
• Requires the ability to apply the organization personnel policies and procedures.
• Requires the ability to promote teamwork and build effective relationships.
• Requires the ability to take initiative and meet objectives.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana's largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation's healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 16 hospitals and $8.64 billion in operating revenue. The system's programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.  IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. 

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.