Telecare Team Lead Registered Nurse

1 week ago

Miramar, Florida, United States Vitas Healthcare Full time
Job Summary

We are seeking a highly skilled and experienced Registered Nurse to lead our Telecare team as a Team Lead and Operations Manager. The successful candidate will be responsible for supervising and developing the team, ensuring the delivery of high-quality patient care, and driving operational excellence in our Care Connection Center.

Key Responsibilities
  • Supervise and develop the Telecare team to ensure the delivery of high-quality patient care and operational excellence.
  • Lead by example, promoting a strong understanding and connection to the VITAS mission, core values, and Care Connection Center cultural platform.
  • Monitor and supervise all day-to-day activities, ensuring timely patient care delivery and operational service levels are met.
  • Support all strategies, plans, and implementations as directed by Senior Leadership.
  • Emphasize 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.
  • Ensure effective use of development, counseling, and rewards and recognition tools to support Telecare.
  • Support the Care Connection Center orientation and training programs to ensure knowledge, skill, and performance standards are met.
  • Proactively identify operational efficiency and customer service enhancement opportunities.
  • Work directly with 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.
  • Assist Program, patient care teams in problem solving regarding palliative care measures for pain and symptom management.
  • Review Telecare tickets daily to ensure completion and documentation adherence to regulatory standards.
  • Collaborate 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.
Requirements
  • Two years of home health experience.
  • Two or more years 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.
  • 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

Associate's degree in Nursing or related field from an accredited college or university or the international equivalent required. Bachelor's Degree preferred.

Current Registered Nursing License required (with no current/pending restrictions).

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