Telecare Team Lead Registered Nurse | Call Center

Vitas Healthcare San Diego , CA 92140

Posted 2 months ago

  • Interview, hire, train, support, and develop all Telecare team members.

  • Supervise all day-to-day Telecare activities to ensure the timeliest patient care is delivered with all VITAS patients and families.

  • Supervise Telecare team's adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs.

  • Continuously monitor all day-to-day activities taking place within the Care Connection Center.

  • Lead by example to ensure a strong understanding and connection to the VITAS mission, core values, and Care Connection Center cultural platform and initiatives.

  • Support all strategies, plans, and implementations as directed by Senior Leadership.

  • Emphasis on the supervision of VX data integrity to ensure a clean, billable patient record.

  • Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.

  • Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support Telecare.

  • Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.

  • Proactively identify operational efficiency and customer service enhancement opportunities.

  • Work directly with all corresponding programs to support, meet, and/or exceed their individual patient care goals.

  • Respond to complaints in a timely manner and maintain quality improvement documentation.

  • Support all aspects of financial management, employment process, quality assurance and quality improvement, payroll, admissions, clinical Staff, system operations, business plan development and implementation, human resource policy, and staff development/retention.

  • Assist Program, patient care teams in problem solving regarding palliative care measures for pain and symptom management.

  • Review Telecare tickets daily to ensure completion and documentation adherence to regulatory standards.

  • Collaborate with Telecare PCA or DCS, Program Patient Care. 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 home health experience.

  • Two or more years related experience supervising an operations team in a 24/7 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 customer service complaints

  • Experienced in leading, supervising, and supporting customer service agents

  • 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 supporting 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 Care Connection Center.

EDUCATION

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

  • Current Registered Nursing License required (with no current/pending restrictions)

SPECIAL INSTRUCTIONS TO CANDIDATES

  • EOE/AA M/F/D/V
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Telecare Team Lead Registered Nurse | Call Center

Vitas Healthcare