RRC Supervisor

About Us: 

TeleSpecialists is transforming healthcare delivery as the nation's largest and fastest-growing digital healthcare leader. By providing expert neurological and psychiatric care directly to over 400 hospitals and health systems across the country, we don't just provide care; we pioneer solutions that make quality healthcare easily accessible.

Join a team where your passion meets our purpose. If you’re inspired by innovation, thrive in a collaborative and entrepreneurial environment, and want to be a part of a team that’s reshaping the future of patient care, we want you on our team.  At TeleSpecialists, you'll discover more than just a job. You will be able to experience meaningful work, accelerated career growth, and the opportunity to redefine healthcare for the future.

Tele Specialists Offers:

• A great culture with a team environment
• A fun, diverse work environment
• A rapidly growing company with career advancement opportunities
• Medical, Dental and Vision benefits
• Tuition Reimbursement
• 401k match
• Paid Vacation
• Leadership Training Classes
• Mentorship Program

About the Role: 

The RRC Supervisor is responsible for coordinating the day-to-day operations of the RRC with Team leadership in multiple campuses and the Nurse Managers. The RRC Supervisor plays a crucial role in ensuring effective communication, high-quality service, and adherence to company policies within the Rapid Response Center. They are responsible for ensuring they are cohesively working together as a team. Each Supervisor has a specific area of management responsibility between scheduling, training, and quality and efficient delivery of care. This position will work in direct contact with staff, leaders, physicians and customers, and this position will provide highly reliable service dispatch and management throughout the patient consultation process. This Role will rotate through all shifts including weekends and holidays.

Duties/Responsibilities:

• Completes rounding on staff of both shifts
• Successfully De-escalates and resolves challenging cases.  
• Monitors quality improvement by completing call audits and reviewing AI call audits
• Ensures completion of Peer-to-Peer reviews are scheduled and completed
• Monitors Rounding Matrix for Accuracy and Completion  
• Compares data from physician rounds and matrix status
• Manages efficiency of rounds and that all Matrix are completed on time
• Monitors physician assignments, chats and statuses to ensure efficiency and effectiveness of staff responses
• Monitors and coaches staff on all KPI metrics
• Manages and assigns all assignments for the shift and the following shift to hand off to include RAPIDS
• Manages Shift hand off between team members for continuity
• Monitors calls to ensure protocol and policy is followed and educates/corrects staff
• Manages technical issues and aligns with IT or other departments
• Completes and/or schedules all onsite training for Navigators and RRC Teammates as directed/requested
• Ensures that all Training Material is with up-to-date Material
• Ensures schedule is sent to new hires
• Competes scheduling and ensures staffing is appropriate for company needs
• Ensures Effective Communication with physicians on all lines of service
• Effectively communicates utilizing all forms of communication with all 3 offices
• Completes, Reviews and delivers corrective action of call audits and KPIs
• Communicates to Next shift Supervisor and completes shift Report Card
• Review of all Cases for Status during Huddle and communicates to team, develops a plan and communicates in Escalation Chat
• Performs Mock Family Call Drills

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to interact with internal and external customers
• Demonstrates ability to lead, manage and motivate teams.
• Flexible and adaptable with learning and understanding technology
• Highly analytical and detail-oriented with ability to demonstrate command of details and to articulate those details at a higher level.
• Strong written, oral and interpersonal communication skills
• Highly self-motivated, directed and proactive
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Able to communicate effectively within department and with members of interdisciplinary teams
• Ability to work independently and proactively in a fast-paced, dynamic environment
• Proven analytical and problem-solving abilities

Education and Experience:

• High School Diploma required
• College in related field preferred
• 1-year supervisory experience preferred 
• 1-year in a call center required

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times