Call Center Triage Team Manager RN (In Office)

VITAS Healthcare; Mesa (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

VITAS Healthcare in Mesa, AZ seeks an experienced Hospice Operations Supervisor to direct escalated patient care and customer service across Telecare and Intake. You will lead overnight/on-call teams, coordinate staffing, and ensure timely documentation.

You will collaborate with Telecare team leaders and program administrators, drive process improvements, and monitor performance against goals. Two years hospice/home health supervision experience required.

Qualifications

• Two years hospice experience and two years home health preferred.
• Two+ years supervising an Operations team in overnight/alternate-hours.
• Proven success in fast-paced environments with customer interaction.
• Strong ability to analyze data and provide corrective action plans.

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 across patient care, routine care, revocations, HME, pharmacy, etc.
• Manage after-hours on-call Program and Care Connection Center staffing 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 a timely manner.
• Communicate with Telecare and Program Administrators as needed.
• Notify management of patient record documentation enhancements.
• Collaborate with Telecare PCA, Program PCA, HME, and Pharmacy on improvements.

Skills

Hospice experience

Home health experience

Overnight supervision

Customer service management

Root cause analysis

Data analysis

MS Excel

MS Word

PowerPoint

Team leadership

Communication skills

Organization

Education

Associates degree in Nursing or related field

Bachelor’s Degree preferred

Registered Nurse License

Tools

CRM software

Database software

Word processing

Job description

• 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