Associate Director

Job Title: Associate Director

Department: Clinical Operations

Summary: Associate Director Clinical Operations – provides clinical operational oversight within a remote nurse triage call center. This role functions as an intermediary leadership layer between the Director of Nursing (DON) and triage staff, helping to ensure consistent operations, timely issue resolution, and workflow accountability across all shifts.

This role is responsible for implementing, supporting, and overseeing new and existing workflows/programs within the clinical operations department. This position serves as a key resource for frontline staff and leadership by assisting with workflow implementation, operational changes, and process improvements. The role focuses on enhancing efficiency, supporting quality and compliance outcomes, and ensuring effective day-to-day clinical operations. This position also provides real-time operational support to address workflow challenges and to assist teams in adopting new processes and initiatives.

Responsibilities:

Operational \& Shift Oversight

• Provide consistent oversight of assigned triage operational projects across multiple shifts in a remote environment.
• Monitor workflow performance, trends, bottlenecks, and outcome indicators.
• Apply strong analytical and problem-solving skills using available technology, reporting tools, and data systems to evaluate and drive operational improvements.

Supervision

• Manage operational support staff as assigned.
• Provide coaching, performance feedback, and productivity oversight.
• Ensure consistency in leadership practices across teams and departments.
• Hold direct reports accountable for productivity, compliance, and quality expectations.
• Participate in performance management, including coaching, corrective action, and performance improvement processes.

Workflow Management \& Process Improvement

• Oversee, strengthen, and expand coordination workflows to increase team efficiency and productivity.
• Participate in the implementation and refinement of new systems, tools or other operational enhancements and ensure successful outcomes.
• Provide clinical oversight to ensure compliance and adherence to target initiatives.
• Provide frontline operational feedback to improve technology usability and workflow integration.

Communication \& Collaboration

• Maintain consistent communication with Nurse Managers and frontline teams regarding workflow performance and operational updates.
• Provide structured updates to leadership on operational trends, challenges, and improvement opportunities.
• Support change management efforts during the implementation of new processes, technologies, or other initiatives.
• Serve as a communication bridge with leadership and frontline management.

Schedule Expectations

• Flexibility is required, including evenings and weekends, to support 24/7 triage operations.

Qualifications

• Active RN license in good standing in all states (except AK).

BSN preferred.

• 3\+ years of nursing management experience with progressive leadership responsibility.
• 4\+ years' experience in nurse triage or call center operations preferred.
• Data analysis and reporting skills.
• Strong organizational and problem-solving skills.
• Clear, professional written and verbal communication skills.