RRC Supervisor

TeleSpecialists LLC•Fort Myers, FL

10h•Onsite

About The Position

The RRC Supervisor is responsible for coordinating the day-to-day operations of the RRC with Team leadership in multiple campuses and the Nurse Managers. The RRC Supervisor plays a crucial role in ensuring effective communication, high-quality service, and adherence to company policies within the Rapid Response Center. They are responsible for ensuring they are cohesively working together as a team. Each Supervisor has a specific area of management responsibility between scheduling, training, and quality and efficient delivery of care. This position will work in direct contact with staff, leaders, physicians and customers, and this position will provide highly reliable service dispatch and management throughout the patient consultation process. This Role will rotate through all shifts including weekends and holidays.

Requirements

Ability to interact with internal and external customers
Demonstrates ability to lead, manage and motivate teams.
Flexible and adaptable with learning and understanding technology
Highly analytical and detail-oriented with ability to demonstrate command of details and to articulate those details at a higher level.
Strong written, oral and interpersonal communication skills
Highly self-motivated, directed and proactive
Ability to effectively prioritize and execute tasks in a high-pressure environment
Able to communicate effectively within department and with members of interdisciplinary teams
Ability to work independently and proactively in a fast-paced, dynamic environment
Proven analytical and problem-solving abilities
High School Diploma required
1-year in a call center required

Nice To Haves

College in related field preferred
1-year supervisory experience preferred

Responsibilities

Completes rounding on staff of both shifts
Successfully De-escalates and resolves challenging cases.
Monitors quality improvement by completing call audits and reviewing AI call audits
Ensures completion of Peer-to-Peer reviews are scheduled and completed
Monitors Rounding Matrix for Accuracy and Completion
Compares data from physician rounds and matrix status
Manages efficiency of rounds and that all Matrix are completed on time
Monitors physician assignments, chats and statuses to ensure efficiency and effectiveness of staff responses
Monitors and coaches staff on all KPI metrics
Manages and assigns all assignments for the shift and the following shift to hand off to include RAPIDS
Manages Shift hand off between team members for continuity
Monitors calls to ensure protocol and policy is followed and educates/corrects staff
Manages technical issues and aligns with IT or other departments
Completes and/or schedules all onsite training for Navigators and RRC Teammates as directed/requested
Ensures that all Training Material is with up-to-date Material
Ensures schedule is sent to new hires
Competes scheduling and ensures staffing is appropriate for company needs
Ensures Effective Communication with physicians on all lines of service
Effectively communicates utilizing all forms of communication with all 3 offices
Completes, Reviews and delivers corrective action of call audits and KPIs
Communicates to Next shift Supervisor and completes shift Report Card
Review of all Cases for Status during Huddle and communicates to team, develops a plan and communicates in Escalation Chat
Performs Mock Family Call Drills