Manager Referral Position Available In Broward, Florida

Manager Referral 3.3 3.3 out of 5 stars Miramar, FL Interview, hire, train, support, and develop all Customer Service Supervisors (CSS). Manage all day-to-day CSS activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals. Manage CSS adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs. Continuously monitor all day-to-day referral activities taking place within the Care Connection Center, to include count of referrals received, status in real time, and next step, and follow up on previous days’ and review those not admitted. Ensure complete to end process. Lead by example to ensure a strong understanding and connection to the Vitas mission, core values, and Care Connection Center cultural platform and initiatives. Supports all strategies, plans, and implementations as directed by Senior Leadership. Emphasis on the supervision of VX data integrity to ensure a clean billable patient record. Monitor and manage all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded. Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all CSS team members. Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded. Proactively identify operational efficiency and customer service enhancement opportunities. Work directly with all corresponding programs Admission Managers to support, meet, and/or exceed their individual referral/admission goals. Supports an enhanced partnership and bridge between the CCC Management team and the Program Management Team. Responsible for identifying specific opportunities by Program and with specific referral sources during the day-to-day operations. Respond to complaints in a timely manner and maintain quality improvement documentation. Support all aspects of financial management, employment process, quality assurance and quality improvement, payroll, admissions, clinical staff, system operations, business plan development and implementation, human resource policy, and staff development/retention.

QUALIFICATIONS

Three or more years related experience managing an operations team in a 24/7 environment. Call center/customer service and/or healthcare management experience preferred. Proven success in managing 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 customer service complaints Experienced in leading, managing, and supporting customer service supervisors. 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. Proven track record for supporting teams that are proactive in driving process improvement. Must be highly organized and able to manage multiple responsibilities.

Model leadership behaviors supporting:

integrity, valuing diversity, innovation, building relationships, customer focus and teamwork. Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.

EDUCATION

Completion of high school or basic education equivalency required. Bachelor’s degree preferred.

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