Telecare Team Manager

VITAS Healthcare • Miramar, FL

124d

About The Position

The position involves managing Illinois Administrator On-Call duties and responsibilities, providing support to Program and Telecare with direction on escalated patient care and customer service concerns. The role includes handling escalated calls related to routine patient care, continuous care, revocations, HME, pharmacy, and customer service. Additionally, the position requires managing after-hours on-call staffing and overtime needs, facilitating daily pre-shift meetings with Telecare Team Leaders, and conducting weekly Telecare Patient Care Administrator calls. The individual will be responsible for completing all required shift reporting and documentation in a timely manner, communicating directly with Telecare and Program Patient Care Administrators, and attending meetings as scheduled. The role also involves notifying management of patient record documentation enhancement opportunities and collaborating with various teams on clinical and customer service enhancements.

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
• 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

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 a timely manner
• Communicate directly with Telecare and Program Patient Care Administrators as needed/directed
• Facilitate and/or attend meetings as scheduled 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

Benefits

• EOE/AA M/F/D/V

What This Job Offers

• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees