Telecare Clinical Team Manager

About the role

This position supports the Program and Telecare with direction on escalated patient care and customer service concerns. It also involves support for the Program and Intake with direction on new referral appropriateness and appointment staffing. The role directly handles escalated calls including routine patient care, continuous care, revocations, HME, pharmacy, customer service, etc.

Responsibilities

• 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

Qualifications

• Two years of hospice experience
• 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

Education

• Associates degree in Nursing or related field from an accredited college or university or the international equivalent required
• Bachelor’s Degree preferred

Special Instructions to Candidates

EEO/AA M/F/D/V