Call Center Triage Team Manager RN (In Office)

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.

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