Telecare Team Manager

Care Connection Center Team Manager (Registered Nurse)

Position Summary

The Care Connection Center Team Manager is a Registered Nurse (RN) responsible for leading clinical operations and customer service within an after-hours hospice call center. This leadership role oversees clinical escalations, supervises call center staff, coordinates with interdisciplinary teams, and ensures exceptional patient care and service delivery during evenings, nights, weekends, and holidays.

The ideal candidate combines strong hospice clinical expertise with proven leadership experience, exceptional communication skills, and the ability to make sound decisions in a fast-paced, high-pressure environment.

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

Required Qualifications

Preferred Qualifications

Ideal Candidate

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.