Team Lead Telecare

About this role

• 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
Originally posted on Himalayas