CCC Dispatch Coordinator

VITAS Healthcare; Florida; On-site; USD 36,000 - 48,000; Full time

Job summary

VITAS Healthcare Corporation is seeking a Customer Service/Call Center specialist to handle incoming calls, screen and escalate as needed, and maintain accurate documentation in a high-volume setting.

You will use scheduling tools, support staffing for patient visits, and provide first-call resolution while upholding policies and quality standards. Weekend/holiday coverage may be required; high attention to detail and proficiency with Outlook, Word and Excel are essential.

Qualifications

• One year of customer service/call center experience.
• Excellent verbal, written, and interpersonal communication.
• Typing speed at least 40 words per minute.
• Willingness to work weekends and holidays as needed.
• Ability to handle high call volumes.
• Ability to multi-task across assignments.
• Strong interpersonal skills across organization levels.
• Proficiency with Outlook, Word and Excel.

Responsibilities

• Handle and screen calls per scripts and procedures.
• Escalate issues as needed and ensure timely resolution.
• Monitor staffing needs and confirm assignments.
• Review staff availability to meet patient needs.
• Document accurately and maintain compliance.
• Support Telecare Operations with Patient Care Coordinator duties.
• Perform additional duties as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Typing 40 wpm

Team player

High call volume experience

Education

High school diploma or equivalent

Tools

Outlook

Word

Excel

Job description

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments and governmental regulations.

• Effectively process calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures.


• Promptly answer and screen incoming calls, with appropriate escalation as needed.


• Utilize Scheduling tools provided to monitor for staffing needs and confirm assignments for assigned programs; reassigns staff as needed


• Review list of staff availability to ensure patient needs meet staff assigned


• Provide pro-active notification to CCC and Program Management of inability to assign staff for patient visits needs.


• Ensure timely and accurate documentation.


• Take ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed.


• Maintain compliance with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.


• Participate in the education of new hires as needed.


• Support Telecare Operations with Patient Care Coordinator responsibilities as needed.


• Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job‑related duties assigned by their supervisor or management.

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.

Experience:

• One year previous customer service/ call center experience


• Excellent verbal, written, and interpersonal communication skills, as well as demonstrated effective telephone skills.


• Accurately types a minimum of 40 wpm


• Team player including working weekends and holidays as necessary to support operations.


• Able to function is a high call volume setting


• Ability to work on various assignments simultaneously


• Strong interpersonal skills within all levels of the organization


• Ability to navigate within automated systems and proficiency in Outlook, Word and Excel

Education:

Completion of high school or basic education equivalency required.

Certification & Licensure:

NA

Reasonable Accommodation:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.