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VITAS Healthcare is Hiring a Team Lead Telecare Near Phoenix, AZ
- 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.
- 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.
- Completion of high school or basic education equivalency required. Bachelor’s degree preferred.
- EOE/AA M/F/D/V
Job Summary
JOB TYPE
Full Time
SALARY
$80k-105k (estimate)
POST DATE
05/20/2024
EXPIRATION DATE
05/31/2024
WEBSITE
vitas.com
HEADQUARTERS
DALLAS, TX
SIZE
7,500 - 15,000
FOUNDED
1978
TYPE
Private
CEO
DEBORAH LOWLER
REVENUE
$500M - $1B
Related Companies
About VITAS Healthcare
VITAS Healthcare is a provider of home health and hospice care services.
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