RN Telecare Operations Lead (Hospice/Home Health)

Vitas Healthcare Corporation

Phoenix (AZ)

On-site

USD 75,000 - 105,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Vitas Healthcare Corporation in Phoenix, AZ seeks a registered nurse leader to oversee hospice and home health operations, focusing on escalated patient care, staffing coordination, and customer service within Telecare and the Care Connection Center teams. The role emphasizes on-call management, collaboration with PCA/HME/Pharmacy Management, and driving improvements in clinical and service delivery.

RN license and 2+ years of hospice/home health experience required; overnight supervision

Qualifications

Two years of hospice experience.
Two years of home health experience preferred.
Two+ years supervising an operations team in overnight/alternate hours; call center management experience preferred.
Proven success in supporting strategic plans and achieving goals quickly in a fast-paced environment.
Expert in delivering and monitoring 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 analyze information and data, including root-cause analysis, to propose corrective actions.
Strong judgment and discretion to foster partnering relationships.
Excellent written and verbal communication at all levels.
Proficient with spreadsheets and MS Office (Excel, Word, PowerPoint).
Experience collaborating with functional leaders to drive strategic initiatives.
Highly organized with ability to manage multiple responsibilities.
Leadership behaviors: integrity, valuing diversity, innovation, relationships, customer focus, teamwork.

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.