Sleep TeleCare Supervisor

“Improving the lives of those with chronic care diseases while providing solutions to our customers.'

Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Who We Are:

SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S. that has been serving the healthcare needs of our ever-growing patient population for nearly 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions to enhance the quality of life for our patients. Our commitment to excellence has made us a trusted partner for healthcare providers across the nation.

Essential Duties:

The TeleCare Supervisor owns the compliance outcomes for the organization. This role leads the day to day operation and leadership of the TeleCare Coach and RTs dedicated to supporting our sleep program, and is directly accountable for the timely management of unbilled and non-compliant patients. The Supervisor oversees phone queue coverage, patient task and outcome management within the compliance software, and the structured escalation process for patients who do not engage with therapy, and rolls up team and territory performance to the TeleCare Manager.

Responsibilities:

• Day to day supervision of TeleCare Coaches and RT’s within the  TeleCare Team including phone queue coverage, workload balance, and staffing to ensure timely patient contact.

• Oversight of patient task and outcome management across the compliance software's coaching queues, ensuring queues are worked to standard and within urgency and priority guidelines.

• Ownership of the Department Escalations process for patients who do not engage with therapy (Day 30 through Day 90+), including equipment recovery, physician escalation, and payer authorized trial extensions.

• Supports the territory ownership model by ensuring Coach and RT assignments remain aligned to field operations areas, and helps manage alpha split scaling as patient volume grows within an area.

• Collaborates with internal departments, including Sales and Field Operations, Customer Service, and Revenue Cycle Management to align on patient volume, territory coverage, and patient, program, and business outcomes.

• Oversees and manages the virtual setup workload for team members engaged in remote PAP equipment setups, including collaboration with third party outsource partners to ensure quality setups and routine audits of these processes.

• Provides day to day coaching and mentorship to staff to support job functions and overall team performance and individual growth

• Manages workload and availability within the PAP Navigator for the TeleCare team, and collaborates with CCS Sleep order processing teams.

• Rolls up individual Coach and area level performance, including compliance rate, average days to compliance, unbilled exposure, and case load, into team and territory reporting for the TeleCare Manager.

• Responsible for reporting out weekly and monthly program outcomes to the TeleCare Manager and other stakeholders as required.

• Leads root cause analysis when performance trends fall short of goals, and drives process improvement across workflows, policies, setup quality, and escalation procedures.

• Trains and supports staff on compliance software use, clinical pathways, and workflow updates; partners with the TeleCare Manager and clinical leadership to recruit, interview, and hire Coaches and RTs.

• Responsible for team member timesheets and scheduling; ensures completion of weekly metric updates

• Performs team member weekly reviews and monthly team meetings; provides coaching and corrective action plans as needed.

• Prepares action plans in response to root cause findings and presents them to the TeleCare Manager.

• Partners with clinical leadership on RT scope of practice matters and clinical escalation oversight.

• Supports administration of the incentive program once finalized, ensuring team and area performance is accurately reflected.

• Owns the data management and outcomes metrics associated with the Sleep line of business and aligned team incentives 

• Reviews patient enrollment and program information for accuracy and completeness within the compliance software and related systems.

• Owns the physician tagging and linking process within the compliance software, ensuring every patient record is accurately associated with their ordering and treating physician.

• Schedules interdisciplinary care team meetings and acts as a conduit between TeleCare and other departments.

• Responds to telephonic, electronic, and written inquiries from internal departments, care partners, and patients or families as needed.

• Other duties as assigned.

Qualifications:

Education and/or Experience:

• High school diploma required; Associate's or Bachelor's degree preferred.

• Three (3) to five (5) years of experience operating within the sleep therapy or PAP compliance space required.

• Demonstrated experience overseeing business processes and leading teams required.

• Experience supervising phone queue, call center, or high volume patient outreach operations preferred.

• Experience with DME (durable medical equipment) or home respiratory care operations preferred.

• Working knowledge of payer compliance requirements (for example, Medicare and managed care authorizations) preferred.

• Experience with patient management or compliance software platforms preferred.

• Respiratory Therapist (RT/RCP) licensure is preferred but is not required for this role.

• Working knowledge of G-Suite, MS Office, including Word and Excel, with proficient reporting and data skills.

• Understanding of Android and iOS systems.

Other Skills and Experience:

• The ideal candidate is a strong people leader with a genuine desire to coach and develop a team.

• Detail oriented and able to learn and follow policies and procedures.

• Able to respond to common inquiries or problems in a professional manner.

• Able to handle a heavy workload and adapt to a high growth, rapidly changing environment.

• Flexible, with good judgment, analytical skills, and the ability to work as a member of a team.

• Able to work independently and stay organized to ensure tasks are completed in a timely manner.

• Excellent communication skills; professional when dealing with all aspects of the program.

• Comfortable working within data and reporting tools such as Excel and Smart Sheet.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Customer Service - Manages difficult or emotional patient and care partner situations; responds promptly to needs; responds to requests for service and assistance; meets commitments.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of the team above own interests; supports everyone's efforts to succeed.

• Integrity - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports the organization's goals and values; helps revise policies and procedures as needed.

• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; organizes and schedules other people and their tasks; develops realistic action plans.

• Capacity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.

• Initiative - Volunteers readily; undertakes self development activities; seeks increased responsibilities; takes independent action and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Benefits:

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks:

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

What SuperCare Health is About 

 'SuperCare Health is a comprehensive, post-acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.

Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.

Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program. 

We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.

Connect With Us!

Company Website: https://supercarehealth.com/

Company Business Hours - 8:30 AM – 5:30 PM PST

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