Telecare Team Manager
On-siteMiramar, Florida, United States
Job Summary
Lead and manage escalated clinical and customer service cases, including symptom management, hospice revocations, pharmacy coordination, and urgent patient care issues during evenings, nights, weekends, and holidays. Supervise, coach, and support Care Connection Center nurses, Telecare staff, and team leaders while ensuring appropriate after-hours staffing coverage and managing scheduling adjustments. Monitor service quality, clinical documentation, and operational performance to identify improvement opportunities, then prepare reports and communicate updates to leadership. Conduct root cause analyses and implement corrective action plans to promote compliance with organizational policies and hospice standards of care.
Required Qualifications
- 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
Desired Qualifications
- The successful candidate is an experienced hospice Registered Nurse with demonstrated leadership in an after-hours call center or clinical operations environment
- They possess excellent crisis management abilities, strong customer service skills, and the clinical judgment necessary to support patients, families, and staff during urgent situations
- They are highly organized, collaborative, technology proficient, and committed to delivering compassionate, high-quality hospice care while leading a high-performing team
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