Job DescriptionThe VITAS Healthcare Telecare Sr Director of Customer Service is a professional customer service manager. They provide direction to the Telecare Supervisors, Registered Nurses, Licensed Practical/Vocational Nurses, and Patient Care Coordinators in a call center environment in order to provide hospice services to patients and families during alternate hours. The Telecare Director of Customer Service is responsible for ensuring the hospice care is provide to the ultimate satisfaction of the patient and their families while meeting the expectations of internal customers, referrals sources and other external customers. The Telecare Director of Customer Service is primarily responsible for effective communication, the clinical appropriateness of care being provided, the adequacy and quality of patient care services, employee satisfaction, customer satisfaction, and financial management.
- Constructs strategies and plans, direct implementation, and monitor and assess results as identified and coordinated with the Care Connection Centers/Patient Care Management teams.
- Recruits and hires Telecare team and support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.
- Directs and develops the Telecare team to ensure the patient care process is implemented and compliant with all policies and procedures.
- Ensures compliance to all VITAS operational customer service standards.
- Proactively identifies operational efficiency and customer service enhancement opportunities.
- Works directly with all corresponding programs to support, meet, and/or exceed their individual patient care goals.
- Responds to complaints in a timely manner and maintain quality improvement documentation.
- Directly manages 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 Program Patient Care, HME, and Pharmacy Management on all clinical and customer service enhancement opportunities.
- Attends community functions, makes presentations to community groups and professional organizations, and conducts in services for Programs, HME, and Sales.
- Participates in at least one professional or voluntary community service.
- Identifies opportunities for cost savings in patient care staffing and utilization of ancillary services and assists program and team(s) in implementing cost saving measures.
- Assists VP and GM, Care Connection Center in the budget planning process and P/L reconciliation.
QUALIFICATIONS
- Five or more years related experience managing an operations team in a 24/7 environment. Call Center management experience preferred.
- Proven success in developing strategic plans, attaining goals in a fast-paced, dynamic environment, and hands-on fiscal and budgetary experience.
- Expert in the delivery and monitoring of customer interactions.
- A solid track record of managing customer service complaints
- Experience and knowledgeable in the tools and technologies available for quality monitoring.
- Skilled in effective assessment, leadership and development of teams.
- 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 leading and developing 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
- Bachelor's degree in business administration or related field from an accredited college or university or the international equivalent required. Master's Degree preferred.
