Telecare Team Manager

• Manage Illinois Administrator On-Call duties and 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.

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