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Telecare Team Manager

Company: Vitas Healthcare
Location: Lombard
Posted on: June 8, 2021

Job Description:

  • Manage Illinois Administrator On-Call duties and responsibilities
  • Support Program and Telecare with direction on escalated patient care and customer service concerns
  • Support Program and Intake with direction on new referral appropriateness and appointment staffing.
  • Directly handle escalated calls: routine patient care, continuous care, revocations, HME, pharmacy, customer service, etc.
  • 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 years of home health experience preferred
  • 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. 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.
  • 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.
  • Current Registered Nurse License (with no current/pending restrictions) required.

SPECIAL INSTRUCTIONS TO CANDIDATES

  • EOE/AA M/F/D/V

Keywords: Vitas Healthcare, Lombard , Telecare Team Manager, Other , Lombard, Illinois

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