CCC Dispatch Coordinator

VITAS Healthcare; Town of Florida (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

VITAS Healthcare is seeking a customer service oriented professional to join the Care Connection Center. You will handle inbound calls, screen and escalate when needed, and ensure accurate documentation to support patient care coordination.

Ideal candidates have experience in high-volume call settings, excellent communication skills, and the ability to work weekends and holidays as required to support operations.

Qualifications

• Experience in customer service or call center settings.
• Strong verbal and written communication abilities; polite and professional.
• Typing speed of at least 40 words per minute.

Responsibilities

• Process calls using Care Connection Center scripts and procedures.
• Screen and escalate calls as needed; provide first-call resolution when possible.
• Monitor staffing needs and confirm assignments; reassign staff as required.
• Review staff availability to meet patient needs; ensure timely documentation.
• Provide proactive notifications of any staffing shortfalls to CCC and Program Management.
• Maintain compliance with departmental standards, policies and training.
• Educate new hires as needed and support Telecare Operations with patient care coordination responsibilities.
• Perform other related duties as assigned by supervisor or management.

Skills

Customer service

Communication skills

Typing 40 wpm

Team player

High call volume

Outlook/Word/Excel

Education

High school diploma

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.