Team Lead Telecare

VITAS Healthcare; Miramar (CA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision, life anddisabl

401(k) plan with generous companymatch

Tuition Reimbursement

Paid Time Off

Employee Assistance Program

Legal Insurance

Roadside Assistance

Affinity Program

Job summary

VITAS Healthcare is seeking a Telecare Operations Supervisor to lead and develop the Telecare team within the Care Connection Center. You will supervise daily activities to ensure timely patient care for VITAS patients and families, while aligning with mission, values, and service standards.

The role requires strong leadership, 24/7 operational experience, and a proven track record in customer service excellence, process improvement, and cross-functional collaboration.

Qualifications

• Supervise an operations team in a 24/7 environment.
• Proven in supporting strategic plans 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.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships.
• 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.

Responsibilities

• Interview, hire, train, support, and develop all Telecare team members.
• Supervise Telecare activities to ensure timely patient care is delivered with all VITAS patients and families.
• Supervise Telecare teams 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.
• Reviews Telecare tickets daily to ensure completion and documentation adherence to regulatory standards.
• Collaborates 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.

Skills

Call Center Management

Customer Service Leadership

Data Analysis

Root Cause Analysis

Cross-functional Collaboration

Communication

MS Office

Education

High School Diploma

Bachelor’s degree preferred

Tools

MS Excel

MS Word

PowerPoint

Database software

Job description

• Interview, hire, train, support, and develop all Telecare team members.
• Supervise all day-to-day Telecare activities to ensure the most timely patient care is delivered with all VITAS patients and families.
• Supervise Telecare teams 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.
• Reviews Telecare tickets daily to ensure completion and documentation adherence to regulatory standards.
• Collaborates 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 or more years of 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

• Completion of high school or basic education equivalency required. Bachelor’s degree preferred.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V

VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Benefits Include:

• - Competitive compensation
• - Health, dental, vision, life and disability insurance
• - Pre-tax healthcare and dependent care flexible spending accounts
• - Life insurance
• - 401(k) plan with numerous investment options and generous company match
• - Cancer and/or critical illness benefit
• - Tuition Reimbursement
• - Paid Time Off
• - Employee Assistance Program
• - Legal Insurance
• - Roadside Assistance
• - Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS