Director, Care Advice Line (Registered Nurse)

Privia Health™ is a national physician platform transforming the healthcare delivery experience. We provide tailored solutions for physicians and providers, creating value and securing their future. Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.

This position requires a full compact RN license and RN license in CT, DC & CA. 

We are seeking an experienced and dynamic Director, Care Advice Line to lead and oversee our national 24/7 Nurse Triage Line. This role is responsible for managing operations, ensuring high-quality patient care, and optimizing efficiency in a fast-paced, remote environment. The Director, Care Advice Line will develop and implement best practices, maintain compliance with healthcare regulations, and support a team of nurses who provide clinical guidance and patient support over the phone.

Primary Job Responsibilities:

Leadership & Operations Management

• Provide strategic direction and oversight for the 24/7 Nurse Triage Line, ensuring seamless, high-quality service delivery.

• Own, develop, and manage the department budget, ensuring the efficient use of resources and achieving financial targets.

• Lead, mentor, and support a team of triage nurses, supervisors, and administrative staff.

• Provide ongoing coaching and professional development to team members to ensure optimal performance and engagement.

• Develop and implement policies, procedures, and protocols to enhance efficiency and patient care.

• Develop training programs for clinical and operational staff to ensure patient safety

• Monitor and analyze call metrics, patient satisfaction, and performance indicators to drive continuous improvement.

• Ensure adequate staffing coverage and scheduling to meet patient demand at all times, including being on-call if needed. 

Collaboration & Stakeholder Engagement

• Build strong relationships with physicians, care teams, and administrative leaders to integrate the triage service with broader patient care initiatives.

• Serve as a key point of contact for internal and external stakeholders to align operational goals with organizational objectives.

• Advocate for technology and system improvements to enhance triage efficiency and patient outcomes.

Clinical & Quality Assurance

• Maintain and enforce evidence-based triage protocols to ensure accurate and safe patient assessments.

• Oversee quality assurance programs, including call audits, documentation reviews, and nurse competency assessments.

• Collaborate with medical leadership to stay updated on best practices, emerging trends, and regulatory changes.

• Address escalated patient concerns and ensure timely resolution of complex cases.

Compliance & Risk Management

• Ensure compliance with HIPAA, state, and federal healthcare regulations, as well as organizational policies.

• Implement risk management strategies to enhance patient safety and reduce liability.

• Registered Nurse (RN) license with compact state license required (CT, DC, and CA licenses also required)

• Master’s degree preferred (Nursing, Healthcare Administration, or related field), BSN required

• Minimum 5+ years of nursing leadership experience, preferably in a telehealth, triage, or emergency nursing environment.

• Strong understanding of nurse triage protocols (e.g., Schmitt-Thompson guidelines), nursing regulations, and clinical best practices.

• Experience managing large teams in a 24/7 operational setting.

• Experience managing P&L responsibilities and driving revenue growth in a healthcare setting.

• Experience in operational management and process improvement methodologies.

• Proficiency in call center technology, athena EMR, or virtual technologies

• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

• Strong leadership, organizational, problem-solving, and decision-making skills.

• Strong financial acumen with experience in budget development and cost management.

• Familiarity with data analytics tools and performance measurement frameworks in healthcare.

• Ability to drive change, influence stakeholders, and manage complex, evolving programs.

The salary range for this role is $118,000-$139,000 in base pay and exclusive of any bonuses or benefits This role is also eligible for an annual bonus targeted at 15% and restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.