Telecare Team Manager

VITAS Healthcare•Phoenix, AZ

14h

About The Position

VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission. All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Requirements

Two years of hospice experience
Two years of home health experience preferred
Two or more years related experience supervising an Operations team in an overnight/alternate-hours environment. Call Center/Customer Service management experience preferred.
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

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.