Sleep TeleCare Supervisor

Sleep Tele Care Supervisor

Full Time City of Industry, CA, US

3 days ago Requisition

Salary Range: $34.00 To $54.00 Hourly

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

Looking for a new opportunity? At Super Care 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:

Super Care 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.

The Tele Care Supervisor owns the compliance outcomes for the organization. This role leads the day to day operation and leadership of the Tele Care 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 Tele Care Manager.

Day to day supervision of Tele Care Coaches  and RT’s within the Tele Care 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 Tele Care 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 Tele Care Manager.

Responsible for reporting out weekly and monthly program outcomes to the Tele Care 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 Tele Care 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 Tele Care Manager.

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

Supports administration of the incentive program once…