Lead, CareTeam

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

This position is on site in Miami, Florida.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Safety, Security & Environment has an exciting career opportunity for a full time Lead, CareTeam reporting to the Manager, Corporate Incident Management 

Position Summary:

The Lead of CareTeam reports to the Manager of Situational Management and is responsible for overseeing a team of Case Managers to ensure effective delivery of Case Management services to guests who have been medically debarked and/or experienced a traumatic incident. The Lead also supervises the Senior Analyst to ensure accurate invoice and billing processes and manages assigned projects. The Lead participates in a rotating escalation schedule with the Manager of Situational Management and may cover Case Manager schedules or deploy for large-scale incidents requiring CareTeam support.

Essential Duties and Responsibilities: 

Staff Supervision

• Maintain 24/7 Case Manager schedule to ensure continuous coverage.
• Provide regular performance feedback and coaching to Case Managers.
• Conduct staff meetings to discuss case updates, best practices, and policy changes.
• Ensure staff adherence to ethical standards and standard operating procedures.

Case Management Oversight

• Monitor caseloads to ensure timely interventions and progress toward goals.
• Collaborate with Case Managers on complex cases requiring additional support.
• Conduct case reviews to evaluate intervention effectiveness and identify improvement areas.

Program Management

• Implement program goals and objectives in alignment with the Manager.
• Monitor program budgets and ensure efficient resource allocation.
• Analyze program data to evaluate effectiveness and identify improvement opportunities.
• Develop and maintain quality assurance standards for program delivery.

CareTeam Ambassador (CTA) Program Management

• Ensure Case Managers effectively manage CTAs.
• Monitor CTA communities to ensure effective functioning.
• Maintain appropriate training for the CTA program.

Administrative Tasks

• Serve as Riskonnect and Safety Quality Management (SQM) administrator.
• Prepare reports and documentation for senior leadership.
• Stay updated on relevant industry regulations, policies, and best practices.
• Organize and participate in staff training and development initiatives.

Invoice and Billing Management

• Supervise the Senior Analyst to ensure CareTeam invoices are reviewed for accuracy and processed per internal guidelines.
• Ensure Senior Analyst’s workflow integrates with Risk Management and Port Operations for proper billing and invoicing.
• Oversee and resolve issues with Invoice Management System (IMS), Tungsten, and United Health Care (UHC) processes.

Qualifications, Knowledge and Skills

• Education: Bachelor’s degree in social work, Psychology, Hospitality Management, or a related field. Master’s degree preferred.
• Experience: Minimum of 5 years of experience in a leadership supervisory role preferred. Experience in crisis intervention, or guest services is highly desirable.
• Certifications: Project Management Professional (PMP) certification is a plus.
• Technical Skills: Proficiency in Riskonnect, Safety Quality Management (SQM), Invoice Management System (IMS), Tungsten, and United Health Care (UHC) systems are preferred. Strong knowledge of Microsoft Office Suite and data analysis tools.
• People Skills:
• Exceptional interpersonal and communication skills to build trust and rapport with team members, guests, and stakeholders.
• Ability to provide constructive feedback, coach, and mentor staff effectively.
• Strong conflict resolution and problem-solving skills in resolving complex case issues with guests.
• Empathy and cultural sensitivity to work with diverse populations and manage sensitive situations.
• Project Management:
• Proven ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.
• Experience in developing and implementing program goals, objectives, and quality assurance standards.
• Strong organizational skills to oversee budgets, resource allocation, and program data analysis.
• Managing 24/7 Team:
• Experience creating and maintaining 24/7 staff schedules to ensure continuous coverage.
• Ability to manage a team across different shifts, ensuring consistent performance and adherence to protocols.
• Flexibility to handle escalations and cover schedules during emergencies or staffing shortages.
• Other Skills: Knowledge of cruise industry regulations and best practices in case management and crisis intervention. Ability to adapt to high-pressure situations and make sound decisions during large-scale incidents.

Work Environment

• The role requires participation in a rotating on-call schedule for escalations.
• May involve deployment internationally for large-scale incidents, requiring travel and extended hours. Must maintain a current passport.
• Ability to work in a high-stress, fast-paced environment while maintaining professionalism and composure. 

We know there is a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We will hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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