**Description** Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve. Summary: The Clinical Call Center Manager oversees the daily (24/7/365) clinical operations for all of the Clinical Contact Center services. The Clinical Contact Center provides remote clinical assessment and decision making for primary and specialty care patient populations across the UNC Health System. This role is charged with implementing and maintaining clinically safe, high quality and reliable services across UNC Health. This position oversees a team of nurses requiring advanced training in a high risk patient virtual care setting including UNC Virtual Practice Services, and is responsible for: recruitment and hiring, training and education, clinical nursing service quality, technology support, information security and nursing documentation for all Clinical Contact Center telehealth services. This position coordinates with Medical Directors, leaders, and stakeholders across the health care system to provide comprehensive and timely access to care, including our rapidly growing clinical and telehealth services at UNC Health. This position also works closely with scheduling and patient navigation teams across the system to ensure a seamless patient experience, triaging patients and making sure they get the right care they need quickly. This position collaborates with administrative, technical and clinical staff across the UNC Health Care system. Role responsibilities include regular monitoring of emerging and innovative ways to reach and engage with our patients, and shares that knowledge with key influencers to support strategic decision-making. Responsibilities: Clinical Support and planning – Responsible for the management and support of 24/7/365 shared service clinical contact center offerings ensuring adequate health care access, high quality clinical care and patient satisfaction to a diverse patient and provider population. Actively perform and monitor operational analysis, problem resolution, and personnel as well as performance improvement. Develops and maintains health literacy materials and approaches to remote patient care, clinical quality improvement, informatics, public health, education and telehealth. Education/Research-Participates in and stays current with clinical education and training activities from high impact nursing and telehealth research. Promotes successes within industry conference settings to set trends and benchmarks for related areas of growth and performance based metrics. Advises key influencers/leaders across the HCS in strategic decision-making. Strategic Planning-Manages operational value and profitability. Participates in short and long range planning. Actively participates in the overall vision, mission, direction, goals and objectives of the UNC Health Care system. Initiates and directs continuous improvement projects that align with strategic priorities and improve the patient experience with access to care. RN level Triage Telehealth-Identifies opportunities to share clinical expertise in Clinical Call Center triage nursing across the health care system. Collaborate extensively with key health care stakeholders, providers and managers across the health care continuum Qualitative Analysis-Conduct and manage qualitative analysis with attention to detail and Technology Integrity. Engages with technology advocates to enhance patient access through virtual visits, texting platforms and telephony. Reviews and analyzes performance ongoing, identifies gaps, and develops recommendations for improvement. Leading change-Oversees the management and execution of new service line implementation and projects supporting the system across many continuums. Discovers and validates opportunities to provide highly effective telehealth services to diverse populations and settings disproportionately affected by access to health care. **Other Information** Other information: **Education Requirements:** ● Bachelor’s degree in Nursing. **Licensure/Certification Requirements:** ● Licensed to practice as a Registered Nurse in the state of North Carolina. **Professional Experience Requirements:** ● Five (5) years of professional nursing in tertiary care and one (1) year of management experience in specialty area. **Knowledge/Skills/and Abilities Requirements:** **Job Details** Legal Employer: NCHEALTH Entity: Shared Services Organization Unit: Nurse Connect Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $41.04 - $59.00 per hour (Hiring Range) Pay offers are determined by experience and internal equity Work Assignment Type: Hybrid Work Schedule: Variable Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: Yes This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position. Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity. Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.