Hospice Triage & Care Operations Lead

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

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.