Coordinator Senior Patient Care

Job description

The VITAS Healthcare Sr. Patient Care Coordinator is a member of the interdisciplinary team who effectively processes calls, answers general questions, provides information, and transfers calls to triage nurses when appropriate during alternate hours.
• Effectively processes calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures.
• Promptly answers and screens incoming calls, with appropriate escalation as needed.
• Ensures timely and accurate VX documentation on all tasks completed in accordance with Telecare documentation standards to ensure data integrity.
• Facilitates communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff, and patients and family.
• Handles concerns independently within their scope of practice and seeks guidance from the Telecare Nurse or Team Leader as needed in the execution of their tasks.
• Takes ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed.
• Becomes compliant with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.
• Participates in the education of new hires as needed.
• Performs additional, elevated opening, closing, and Telecare operations tasks.
• Functions as a positive, professional role model and set the example for PCCs in the performance of all PCC duties and responsibilities.
• Is a strong mentor for all new Telecare team members going through their onboarding and probationary period of employment.
• Supports ongoing development of all Telecare Team members in coordination with all Telecare initiatives and programs.
• Takes the initiative in developing effective relationships with the Care Connection Center and all other department teams.
• Immediately escalates all concerns and/or needs to the appropriate Care Connection Center management team member.
• Other duties and special projects as determined by the department supervisor or director.

QUALIFICATIONS
• At least one year patient coordinator experience.
• Two or more years related experience in medical terminology and/or in a call center environment
• Ability to attain goals in a fast-paced, dynamic environment
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers
• Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service
• Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type a preferred 50 WPM
• Prior experience in working collaboratively with other functional leaders to drive action plans.
• Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously
• Ability to communicate tactfully with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
• Bilingual in English/Spanish a plus

EDUCATION
• Completion of high school or basic education equivalency required. Medical or business office education or training preferred.

SPECIAL INSTRUCTIONS TO CANDIDATES
• EOE/AA M/F/D/V