Sleep TeleCare Supervisor

Essential Duties

The Sleep TeleCare Supervisor owns the compliance outcomes for the organization. This role leads the day to day operation and leadership of the Sleep Coach and RTs dedicated to supporting our sleep program, and is directly accountable for the timely management of unbilled and non-compliant patients. The Supervisor oversees phone queue coverage, patient task and outcome management within the compliance software, and the structured escalation process for patients who do not engage with therapy, and rolls up team and territory performance to the TeleCare Manager.

Responsibilities

• Day to day supervision of Sleep Coaches and RT's within the TeleCare Team including phone queue coverage, workload balance, and staffing to ensure timely patient contact.
• Oversight of patient task and outcome management across the compliance software's coaching queues, ensuring queues are worked to standard and within urgency and priority guidelines.
• Ownership of the Department Escalations process for patients who do not engage with therapy (Day 30 through Day 90+), including equipment recovery, physician escalation, and payer authorized trial extensions.
• Supports the territory ownership model by ensuring Coach and RT assignments remain aligned to field operations areas, and helps manage alpha split scaling as patient volume grows within an area.
• Collaborates with internal departments, including Sales and Field Operations, Customer Service, and Revenue Cycle Management to align on patient volume, territory coverage, and patient, program, and business outcomes.
• Oversees and manages the virtual setup workload for team members engaged in remote PAP equipment setups, including collaboration with third party outsource partners to ensure quality setups and routine audits of these processes.
• Provides day to day coaching and mentorship to staff to support job functions and overall team performance and individual growth.
• Manages workload and availability within the PAP Navigator for the TeleCare team, and collaborates with CCS Sleep order processing teams.
• Rolls up individual Coach and area level performance, including compliance rate, average days to compliance, unbilled exposure, and case load, into team and territory reporting for the TeleCare Manager.
• Responsible for reporting out weekly and monthly program outcomes to the TeleCare Manager and other stakeholders as required.
• Leads root cause analysis when performance trends fall short of goals, and drives process improvement across workflows, policies, setup quality, and escalation procedures.
• Trains and supports staff on compliance software use, clinical pathways, and workflow updates; partners with the TeleCare Manager and clinical leadership to recruit, interview, and hire Coaches and RTs.
• Responsible for team member timesheets and scheduling; ensures completion of weekly metric updates.
• Performs team member weekly reviews and monthly team meetings; provides coaching and corrective action plans as needed.
• Prepares action plans in response to root cause findings and presents them to the TeleCare Manager.
• Partners with clinical leadership on RT scope of practice matters and clinical escalation oversight.
• Supports administration of the incentive program once finalized, ensuring team and area performance is accurately reflected.
• Owns the data management and outcomes metrics associated with the Sleep line of business and aligned team incentives.
• Reviews patient enrollment and program information for accuracy and completeness within the compliance software and related systems.
• Owns the physician tagging and linking process within the compliance software, ensuring every patient record is accurately associated with their ordering and treating physician.
• Schedules interdisciplinary care team meetings and acts as a conduit between TeleCare and other departments.
• Responds to telephonic, electronic, and written inquiries from internal departments, care partners, and patients or families as needed.
• Other duties as assigned.

Qualifications

Education and/or Experience:

• High school diploma required; Associate's or Bachelor's degree preferred.
• Three (3) to five (5) years of experience operating within the sleep therapy or PAP compliance space required.
• Demonstrated experience overseeing business processes and leading teams required.
• Experience supervising phone queue, call center, or high volume patient outreach operations preferred.
• Experience with DME (durable medical equipment) or home respiratory care operations preferred.
• Working knowledge of payer compliance requirements (for example, Medicare and managed care authorizations) preferred.
• Experience with patient management or compliance software platforms preferred.
• Respiratory Therapist (RT/RCP) licensure is preferred but is not required for this role.
• Working knowledge of G-Suite, MS Office, including Word and Excel, with proficient reporting and data skills.
• Understanding of Android and iOS systems.

Other Skills and Experience:

• The ideal candidate is a strong people leader with a genuine desire to coach and develop a team.
• Detail oriented and able to learn and follow policies and procedures.
• Able to respond to common inquiries or problems in a professional manner.
• Able to handle a heavy workload and adapt to a high growth, rapidly changing environment.
• Flexible, with good judgment, analytical skills, and the ability to work as a member of a team.
• Able to work independently and stay organized to ensure tasks are completed in a timely manner.
• Excellent communication skills; professional when dealing with all aspects of the program.
• Comfortable working within data and reporting tools such as Excel and Smart Sheet.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional patient and care partner situations; responds promptly to needs; responds to requests for service and assistance; meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of the team above own interests; supports everyone's efforts to succeed.
• Integrity - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports the organization's goals and values; helps revise policies and procedures as needed.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; organizes and schedules other people and their tasks; develops realistic action plans.
• Capacity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
• Initiative - Volunteers readily; undertakes self development activities; seeks increased responsibilities; takes independent action and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day

Perks

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program