- Manage Illinois Administrator On-Call duties and responsibilities
- 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
