Triage Nurse Supervisor

Position Summary

The Triage Nurse Supervisor serves as the working clinical supervisor for PHCA's triage operations, combining advanced pediatric nursing expertise with formal leadership responsibility. Reporting to the Clinical Operations Manager, this role oversees the daily operations of the triage department while maintaining an active role in telephone and electronic clinical assessment.

The Triage Nurse Supervisor is responsible for ensuring safe, consistent, and timely access to care through effective triage practices, staff development, workflow oversight, and adherence to PHCA clinical protocols. This role provides formal leadership to Triage Coordinator I, Triage Coordinator II, Triage Nurse I, Triage Nurse II, and Senior Triage Nurse team members while partnering closely with Clinical Nurse Supervisors (Head Nurses), providers, and administrative leadership to support coordinated, high-quality patient care.

Key Responsibilities

• Provides formal supervision, leadership, and clinical support to Triage Coordinator I, Triage Coordinator II, Triage Nurse I, Triage Nurse II, and Senior Triage Nurse team members.

• Oversees daily triage operations, including staffing assignments, workflow management, coverage planning, and escalation pathways.

• Maintains an active clinical role by performing telephone and electronic message triage, symptom assessment, clinical guidance, and care recommendations within scope of practice.

• Ensures triage decisions align with PHCA protocols, evidence-based pediatric guidelines, scope of practice requirements, and patient safety standards.

• Reviews complex clinical situations and provides guidance, support, and escalation assistance to triage nursing staff.

• Partners with the Senior Triage Nurse to support daily workflow coordination, prioritization, and consistent triage practices.

• Coaches, mentors, and develops triage nursing staff through education, feedback, competency assessment, and ongoing professional support.

• Participates in recruitment, interviewing, onboarding, orientation, training, and performance management of triage team members.

• Supports staff accountability by providing coaching, addressing performance concerns, and partnering with the Clinical Operations Manager on employee development and performance expectations.

• Monitors triage workflows, response times, message management, patient access, and operational metrics to support timely and efficient care delivery.

• Identifies opportunities to improve patient access, communication processes, clinical workflows, and operational efficiency.

• Develops, updates, and reinforces triage workflows, protocols, and clinical standards in collaboration with clinical leadership.

• Supports quality improvement initiatives, patient safety activities, clinical audits, and regulatory readiness.

• Ensures accurate and timely documentation within the electronic medical record (Epic).

• Promotes consistent communication between triage staff, providers, Clinical Nurse Supervisors (Head Nurses), Medical Assistants, and administrative teams.

• Supports staff education related to pediatric conditions, clinical protocols, and best practices in telephone and electronic triage.

• Responds appropriately to urgent and emergent patient concerns and ensures appropriate escalation and provider communication.

• Performs other duties as assigned in support of patient care, clinical operations, and organizational goals.

Minimum Qualifications

Education

• Graduate of an accredited Registered Nursing (RN) program required.

Licensure

• Current Massachusetts Registered Nurse (RN) license in good standing required for external candidates.

• Current Basic Life Support (BLS) certification required.

Experience

• Minimum of five years of progressive pediatric or ambulatory nursing experience preferred.

• Significant experience in pediatric telephone triage, nurse advice, symptom assessment, and clinical decision-making strongly preferred.

• Demonstrated experience mentoring, coaching, or supporting nursing staff.

• Experience with workflow management, quality improvement initiatives, and clinical process development preferred.

• Experience with electronic medical record systems and clinical messaging workflows (Epic preferred).

Core Competencies

• Demonstrates advanced pediatric clinical judgment and critical thinking.

• Provides effective leadership while maintaining a collaborative and supportive team environment.

• Applies sound clinical decision-making in complex triage situations.

• Communicates clearly and effectively with patients, families, providers, and interdisciplinary teams.

• Promotes safe, consistent, and evidence-based triage practices.

• Balances clinical responsibilities with supervisory and operational priorities.

• Coaches and develops staff while promoting accountability and professional growth.

• Supports quality improvement, patient safety, and operational excellence.

• Demonstrates professionalism, adaptability, integrity, and commitment to PHCA values.

Base pay offer is determined based on skills, experience, education, certifications, and a variety of other job-related factors. The posted pay range reflects the expected range for this role; actual offers may vary within that range based on individual qualifications and organizational needs. Base pay is one component of a comprehensive benefits package that includes flexible schedules and affordable health, vision, and dental insurance.

Equal Opportunity Employer

Pediatric Health Care Associates (PHCA) is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Pay: $45.00 - $56.00 per hour Expected hours: 32.0 – 40.0 per week

Benefits

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Life insurance

• Paid time off

Work Location: In person