Team Lead Telecare

* 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](https://himalayas.app)