• 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 • EOE/AA M/F/D/V