General Manager

• By implementing the company's systems, policies, and standards, the general manager assures that the hospice meets and exceeds all applicable regulatory requirements of agencies and assumes responsibility for the readiness of the hospice to meet all inspections, surveys, and review - including state licensure, federal certifications, and accreditations.

• Leads, Manages, and directs regional Intake and Telecare operations, and their supporting training and quality team members.

• Works directly with all Program General Managers and all other VITAS management personnel across other departments to continuously promote teamwork, improve communication, and ensure the best patient / family experience.

• Achieves Care Connection Center operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, customer-service, safety, security, and health standards; identifying and resolving problems; completing audits; identifying, developing, and implementing system improvements.

• Determines Care Connection Center operations strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating evolving technologies; defining user requirements.

• Identifies Care Connection Center operations systems needs; support customer interaction and voice response systems, and voice networks; request user interfaces; support user acceptance test plans; assist with planning and controlling implementations.

• Maintains and Improves Care Connection Center operations by monitoring system performance; identifying and resolving operations problems; managing process improvement and quality assurance programs; installing upgrades.

• Improves Care Connection Center and management job knowledge by attending educational workshops; reviewing professional and technical publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

• Contributes to Care Connection Center success by welcoming related, different, and new requests; working with Program, HME, and Finance Senior Leaderships to continuously enhance patient and family experience.

• Directs, monitors and evaluates the quality and resolution of inbound and/or outbound customer service calls and email communications related to patient care.

• Develops processes to assist in the feedback and formal education process of individuals on the phone. Ensure monitoring standards are followed to maximize process efficiency, customer service excellence, and compliance to regulations.

• Supports a cultural model that drives the organization's mission and values based on an internal and external needs.

• Ownership over financial management, employment process, payroll, clinical staff, human resource policy, and staff development/retention.

• Monitors the internal/external environment and identifies opportunities to fulfill the corporate strategy.

• Sets priorities for planning activities for assigned unit.

• Serves as strategic liaison for key organizational initiatives between business units and their customers, both internal and external.

• Assesses current models of business operations and identify opportunities for divisional enhancement.

• Participates in policy development.

QUALIFICATIONS

• Five or more years related experience managing an Operations team in a 24/7 environment. Call Center management/healthcare experience preferred.

• Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.

• Skilled in effective financial management.

• Expert in the delivery and monitoring of customer interactions.

• A solid track record of managing customer service complaints

• Experience and knowledgeable in the tools and technologies available for quality monitoring.

• Skilled in effective assessment, leadership and development of management teams.

• 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.

• Proven track record for leading and developing teams that are proactive in driving process improvement.

• Must be highly organized and able to manage multiple responsibilities.

• Model leadership behaviors supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork.

• Ability to work weekends and holidays as necessary to support the operations of the CCC.

EDUCATION

• Bachelor's degree in business administration or related field from an accredited college or university or the international equivalent required.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V