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