CCC Sr Dir Customer Service

About the role

The Telecare Sr Director of Customer Service provides direction to Telecare Supervisors, Registered Nurses, Licensed Practical/Vocational Nurses, and Patient Care Coordinators in a call center environment to deliver hospice services to patients and families during alternate hours. This role ensures hospice care meets the satisfaction of patients, families, internal customers, referral sources, and external customers.

The Director is responsible for effective communication, clinical appropriateness of care, quality of patient care services, employee and customer satisfaction, and financial management. They develop strategies, direct implementation, monitor results, and collaborate with Care Connection Centers and Patient Care Management teams.

Responsibilities

• Recruit and hire the Telecare team and support orientation and training programs to meet knowledge, skill, and performance standards.
• Direct and develop the Telecare team to ensure compliance with patient care processes and policies.
• Ensure adherence to VITAS operational customer service standards and identify opportunities for operational efficiency and service enhancement.
• Work with corresponding programs to support, meet, or exceed patient care goals.
• Respond to complaints in a timely manner and maintain quality improvement documentation.
• Manage financial aspects, employment processes, quality assurance, payroll, admissions, clinical staff, system operations, and business plan development.
• Review Telecare tickets daily to ensure completion and regulatory documentation adherence.
• Collaborate with Program Patient Care, HME, and Pharmacy Management on clinical and customer service improvements.
• Attend community functions, make presentations, and conduct in-services for Programs, HME, and Sales.
• Participate in professional or voluntary community service.
• Identify cost-saving opportunities in staffing and ancillary services and assist in implementing measures.
• Assist the VP and GM of Care Connection Center in budget planning and P/L reconciliation.

Requirements

• Five or more years of experience managing an operations team in a 24/7 environment; call center management experience preferred.
• Proven success in developing strategic plans, attaining goals in fast-paced environments, and hands-on fiscal and budgetary experience.
• Expertise in delivering and monitoring customer interactions.
• Solid track record of managing customer service complaints.
• Experience with quality monitoring tools and technologies.
• Skilled in leadership, team development, and assessment.
• Ability to research, analyze data, and perform root cause analysis to build corrective action plans.
• Strong judgment and discretion in maintaining partnering relationships with team members.
• Superior verbal and written communication skills at all levels.
• Proficiency in MS Excel, Word, PowerPoint, and database software.
• Experience collaborating with functional leaders to drive strategic initiatives and action plans.
• Proven track record of leading proactive teams in process improvement.
• Highly organized with the ability to manage multiple responsibilities.
• Model leadership behaviors supporting integrity, diversity, innovation, customer focus, and teamwork.
• Willingness to work weekends and holidays as needed to support operations.

Qualifications

• Bachelor’s degree in business administration or a related field from an accredited college or university (or international equivalent); Master’s Degree preferred.