CCC Dispatch Coordinator

VITAS Healthcare; Town of Florida (NY); On-site; USD 22,000 - 28,000; Full time

Job summary

VITAS Healthcare is seeking a customer service professional to support the Care Connection Center. The role involves processing calls, screening and escalating as needed, and ensuring accurate documentation and schedules are aligned with patient needs.

Candidates should have at least one year in a customer service or call center setting, strong communication skills, and the ability to work in a high-volume environment. Completion of high school or equivalent is required.

Qualifications

• Excellent verbal and written communication skills.
• Ability to type at least 40 wpm.
• Team player capable of working weekends/holidays as needed.
• Experience in high call volume environments.
• Proficient with Outlook, Word and Excel.

Responsibilities

• Process calls in an organized manner following scripts and procedures.
• Screen and escalate calls as needed.
• Monitor staffing needs and confirm assignments for programs.
• Ensure patient needs are met by aligning staff availability.
• Provide timely documentation and resolve issues on first contact where possible.
• Maintain compliance with policies and standards and participate in new-hire education.

Skills

Verbal communication

Written communication

Interpersonal skills

Typing speed

High call volume

Multitasking

MS Office proficiency

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.