RN Triage Manager (Call Center)

VITAS Healthcare•Phoenix, AZ

20h

About The Position

This role involves managing Administrator On-Call duties and responsibilities, providing direction on escalated patient care and customer service concerns, and supporting new referral appropriateness and appointment staffing. The position directly handles escalated calls across various categories including patient care, continuous care, revocations, HME, pharmacy, and customer service. The RN Triage Manager is responsible for managing after-hours on-call staffing needs, facilitating daily pre-shift meetings, and completing all required shift reporting and documentation. This role also involves communicating with management, attending meetings, and identifying opportunities for patient record documentation enhancement. Collaboration with various management teams on clinical and customer service enhancements is key, as is managing on-call team duties as scheduled.

Requirements

Two years of hospice experience
Two or more years related experience supervising an Operations team in an overnight/alternate-hours environment
Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment
Expert in the delivery and monitoring of customer interactions
A solid track record of managing clinical and customer service complaints
Experienced in leading, supervising, and supporting clinical and customer service agents
Ability to research and analyze information and data to arrive at and articulate valid findings. This includes root cause analysis, to build recommended corrective action plans.
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
Superior ability to effectively communicate at all levels both verbally and in writing
Ability to develop spreadsheets, and use word processing and database computer software as well as MS Excel, Word and PowerPoint.
Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans.
Must be highly organized and able to manage multiple responsibilities.
Model leadership behaviors supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork.
Associates degree in Nursing or related field from an accredited college or university or the international equivalent required.
Current Registered Nurse License (with no current/pending restrictions) required.

Nice To Haves

Two years of home health experience preferred
Call Center/Customer Service management experience preferred
Bachelor’s Degree preferred

Responsibilities

Manage Illinois Administrator On-Call duties and responsibilities
Support Program and Telecare with direction on escalated patient care and customer service concerns
Support Program and Intake with direction on new referral appropriateness and appointment staffing
Directly handle escalated calls: routine patient care, continuous care, revocations, HME, pharmacy, customer service, etc.
Manage need for after-hours on-call Program and Care Connection Center field staffing/ overtime needs
Facilitate daily pre-shift meetings with Telecare Team Leaders
Facilitate weekly Telecare Patient Care Administrator calls
Complete all required shift reporting and documentation in timely manner
Communicate directly with Telecare and Program Patient Care Administrators as needed/directed
Facilitate and/or attend meetings as schedule and/or required
Notify appropriate Program and/or Care Connection Center management team member(s) of all patient record documentation enhancement opportunities
Collaborate with Telecare PCA, Program PCA, HME, and Pharmacy Management on all clinical and customer service enhancement opportunities
Responsible for on-call management team duties, as scheduled