Telecare Team Manager

Key Responsibilities

Lead and manage escalated clinical and customer service cases, including symptom management, hospice revocations, hospice medical equipment (HME), pharmacy coordination, and other urgent patient care issues.
Supervise, coach, and support Care Connection Center nurses, Telecare staff, and team leaders.
Ensure appropriate after-hours staffing coverage and manage scheduling, staffing adjustments, and overtime.
Monitor service quality, clinical documentation, and operational performance to identify opportunities for improvement.
Prepare reports, maintain accurate documentation, and communicate operational updates to leadership.
Lead or participate in meetings focused on clinical operations, service delivery, quality improvement, and process optimization.
Conduct root cause analyses and implement corrective action plans when appropriate.
Promote compliance with organizational policies, regulatory requirements, and hospice standards of care.
Active, unrestricted Registered Nurse (RN) license.
Associate Degree in Nursing (ADN).
Minimum of two (2) years of hospice nursing experience.
Minimum of two (2) years of leadership or management experience in a call center, clinical operations, or healthcare setting, preferably in an after-hours environment.
Demonstrated experience managing clinical escalations and resolving complex customer service concerns.
Excellent leadership, communication, critical thinking, and decision-making skills.
Proficiency with Microsoft Office Suite (Excel, Word, and PowerPoint).
Bachelor’s Degree in Nursing (BSN) or related healthcare field.
Home health experience.
Experience performing root cause analysis and developing corrective action plans.
Knowledge of call center operations, workforce management, and strategic operational