General Manager - Miramar, United States - VITAS Healthcare

VITAS Healthcare

Verified Company

Miramar, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Directs a multi-functional area with oversight of patient care quality assurance and customer service by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; developing customer interaction and voice response systems, and voice networks; designing user interfaces; monitoring system performance; identifying and resolving operations problems; managing staff; optimizing Care Connection Center performance to intake cycle times and minimizing tasks otherwise performed at the branch level; support P&L management within budget guidelines.

Also, monitors and tracks company wide customer service process for issues related to patient care and service failures that are reported at the program level.

By implementing the company's systems, policies, and standards, the general manager assures that the hospice meets and exceeds all applicable regulatory requirements of agencies and assumes responsibility for the readiness of the hospice to meet all inspections, surveys, and review including state licensure, federal certifications, and accreditations.
Leads, Manages, and directs regional Intake and Telecare operations, and their supporting training and quality team members.
Works directly with all Program General Managers and all other VITAS management personnel across other departments to continuously promote teamwork, improve communication, and ensure the best patient / family experience.
Achieves Care Connection Center operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, customerservice, safety, security, and health standards; identifying and resolving problems; completing audits; identifying, developing, and implementing system improvements.
Determines Care Connection Center operations strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating evolving technologies; defining user requirements.
Identifies Care Connection Center operations systems needs; support customer interaction and voice response systems, and voice networks; request user interfaces; support user acceptance test plans; assist with planning and controlling implementations.
Maintains and Improves Care Connection Center operations by monitoring system performance; identifying and resolving operations problems; managing process improvement and quality assurance programs; installing upgrades.
Improves Care Connection Center and management job knowledge by attending educational workshops; reviewing professional and technical publications; establishing personal networks; benchmarking stateoftheart practices; participating in professional societies.
Contributes to Care Connection Center success by welcoming related, different, and new requests; working with Program, HME, and Finance Senior Leaderships to continuously enhance patient and family experience.
Develops processes to assist in the feedback and formal education process of individuals on the phone. Ensure monitoring standards are followed to maximize process efficiency, customer service excellence, and compliance to regulations.
Supports a cultural model that drives the organization's mission and values based on an internal and external needs.
Ownership over financial management, employment process, payroll, clinical staff, human resource policy, and staff development/retention.
Monitors the internal/external environment and identifies opportunities to fulfill the corporate strategy.
Sets priorities for planning activities for assigned unit.
Serves as strategic liaison for key organizational initiatives between business units and their customers, both internal and external.
Assesses current models of business operations and identify opportunities for divisional enhancement.
Participates in policy development.

QUALIFICATIONS

Five or more years related experience managing an Operations team in a 24/7 environment. Call Center management/healthcare experience preferred.
Proven success in developing strategic plans and attaining goals in a fastpaced, dynamic environment.
Skilled in effective financial management.
Expert in the delivery and monitoring of customer interactions.
A solid track record of managing customer service complaints
Experience and knowledgeable in the tools and technologies available for quality monitoring.
Skilled in effective assessment, leadership and development of management teams.
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 i