Telecare Clinical Team Manager(RN)- On site

Vitas Healthcare Corporation; Phoenix (AZ); On-site; USD 75,000 - 105,000; Full time

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.

Skills

Hospice experience

Home health

Overnight supervisory

Strategic planning

Customer interactions

Clinical complaints

Team leadership

Root-cause analysis

Relationship building

Communication skills

MS Office suite

Cross-functional collaboration

Organization

Leadership values

Education

Associates degree in Nursing or related field

RN License

Tools

MS Excel

MS Word

PowerPoint

Database software

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.

• 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