Ambulatory Direct Care Nurses - Baystate Health

Req#: R12654
Category(s): Nursing, Ambulatory Direct Care Nurses
Full Time / Part Time: Full-Time
Shift: First

The role of leaders at Baystate Health (BH) is, first and foremost to, work “Together to Deliver a Higher State of Caring” for our diverse patients, community and staff.

Nurse Manager Contact Call Center

The RN Clinical Manager is responsible for the oversight and management of the clinical operations of the Contact Call Center, from a  "Patient First" perspective. The RN Clinical Manager  effectively administers, educates, and implements applicable policies and procedures, ensures that operations are in compliance with required standards and industry best practice. The incumbent handles a broad range of day-to-day operational activities, including supervision of clinical staff, actively participates in quality and service improvement, serves on departmental and interdepartmental committees and keeps Contact Center and Practice Leadership apprised of any clinical and prescription issues and concerns.

Reporting to the Director of Ambulatory Nursing and The Contact Center Director, the Clinical Nurse Manager serves as the nursing expert for The Contact Center's Triage Nurses and the Clinical Prescription Team.  Identifies and implements educational and developmental opportunities for clinical staff, convenes nursing meetings/huddles, develops  procedures, oversees clinical staffing and schedules, and provides guidance to management. Leads the development of workflows that improve efficiency and patient-centered care while providing ongoing leadership in the areas of quality and service improvement, access as well as both patient and customer satisfaction. 

The Nurse Manager partners effectively across the organization with the Practice Managers, Medical Directors, Division Chief's and other practice leaders to ensure attainment of goals, objectives, access, triage and joint workflows. 


  • MA state licensed RN – Bachelor's in Nursing required, Masters preferred
  • 5 years of Nursing experience with demonstrated leadership experience, with a minimum 3 years of supervisor or management experience required
  • Recent clinical experience with telephone triage and knowledge of prescription protocol
  • Experience with managing population of patients through clinical triage algorithms
  • Ability to work in partnership with physicians and other clinicians.
  • Strong leadership skills, including competencies in performance management, problem resolution, project management, quality improvement techniques, training, coaching and mentoring. 
  • Excellent verbal and written communication/interpersonal skills
  • Desire to work in a fast paced, dynamic patient centered customer service environment

Partial Remote Opportunity for Nursing Leader

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



Bachelor of Nursing Degree: Nursing (Required), Master of Nursing


Registered Nurse – State of Massachusetts

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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