Telecare Team Manager

The Care Connection Center Team Manager is a Registered Nurse who leads clinical operations and customer service management in an after-hours call center environment. The role involves escalated case management, call center team supervision, interdepartmental coordination, and real-time decision-making to ensure quality hospice care and service delivery during non-business hours.

• Lead and manage escalated clinical and customer service calls (e.g., symptom management, revocations, HME, pharmacy).
• Supervise and support Telecare staff and team leaders.
• Ensure after-hours staffing coverage and manage overtime.
• Responsible for on-call management team duties, as scheduled.
• Collaborate with cross-functional teams (PCA, HME, Pharmacy).
• Provide reports, documentation, and improvement feedback.
• Attend or lead meetings related to clinical operations and service delivery.
• Identify and address documentation or quality improvement opportunities.

Required:

• Active RN license with no restrictions.
• 2+ years hospice experience.
• 2+ years management experience in a call center or clinical setting (especially after-hours).
• Proven ability to manage clinical escalations and customer service resolutions.
• Strong communication, leadership, and decision-making skills.
• Proficient in MS Office (Excel, Word, PowerPoint).

Preferred:

• Bachelor’s degree in nursing or related field.
• Home health experience.
• Experience with root cause analysis and building corrective action plans.
• Call center operations knowledge and strategic planning support.

IDEAL CANDIDATE PROFILE:

• A seasoned RN with hospice experience, call center leadership, and excellent crisis management skills.
• Able to balance clinical expertise with customer service sensitivity in a fast-paced, overnight care setting.
• Highly organized, collaborative, and technology-savvy.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V

VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth.  As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Benefits Include:

- Competitive compensation 
- Health, dental, vision, life and disability insurance
- Pre-tax healthcare and dependent care flexible spending accounts
- Life insurance
- 401(k) plan with numerous investment options and generous company match
- Cancer and/or critical illness benefit
- Tuition Reimbursement
- Paid Time Off
- Employee Assistance Program
- Legal Insurance
- Roadside Assistance
- Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS