CCC Performance and Experience Coordinator

Ohio's Hospice, Inc.; Dayton, Northern (OH, KY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive Pay

Health Insurance

Short- & Long-Term Disability

Life Insurance

Paid Time Off

401k with 5% employer match

Tuition Reimbursement

Scrubs provided

Job summary

Ohio's Hospice, Inc. is seeking an experienced CCC Performance and Experience Coordinator in Dayton, OH. The role focuses on supporting quality, education, competency and continuous performance improvement across Care Coordination Center operations.

You will collaborate with leadership to evaluate performance, identify trends, and drive measurable improvements in patient and family experiences. The position involves coordinating onboarding, developing education, maintaining competency, and

Qualifications

• Registered Nurse (BSN preferred) in Ohio without any board actions.
• 3-5 years of management experience in administrative clinical settings preferred.
• Proficient with EMR systems and other software applications; ability to maintain compliance.
• Valid driver's license and state minimum auto insurance.

Responsibilities

• Routinely monitor calls, documentation, workflows, and CCC interactions for quality and adherence to processes; identify trends.
• Coordinate orientation and onboarding for new CCC teammates; maintain ongoing education and competency.
• Analyze service data to identify improvement opportunities and drive performance enhancements.
• Establish a standardized call-quality review process for Triage and Customer Service and support consistent CCC procedures.
• Provide coaching support to Team Leaders and coordinate staff training to improve patient interactions.
• Partner with leadership when new CCC processes are introduced to educate, audit adoption, and measure results.

Skills

Multi-tasking

Valid Driver’s License

Auto Insurance (state min)

Education

Registered Nurse (BSN) preferred

Tools

EMR software proficiency

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

CCC Performance and Experience Coordinator

Full Time Dayton, OH, US

6 days ago Requisition ID: 5541

Job Summary/Purpose

The CCC Performance & Experience Coordinator is responsible for supporting quality, education, competency,and continuous performance improvement across Care Coordination Center operations. The position workscollaboratively with the Director, Team Leaders, and frontline teammates to evaluate performance, identifytrends and opportunities, develop and deliver education, support onboarding and competency development,and promote consistent adherence to established workflows, quality standards, and customer serviceexpectations.The coordinator serves as a resource to CCC leadership by conducting quality reviews, analyzing operationaland service data, identifying coaching and educational opportunities, and helping translate findings intomeasurable improvements in patient, family, teammate, and referral partner experience.

What You Need to Know about the CCC Performance and Experience Coordinator Role:

• This is a full-time position with the hours of 8:00AM-4:30PM.

Qualifications

• Registered Nurse (BSN preferred) in the state of Ohio without any board actions.
• 3-5 years of management experience in administrative clinical settings preferred
• Competency in Electronic Medical Record compliance and systems as evidenced by the ability to maintain and ensure compliance of the EMR software. Competency in other software applications.
• Ability to multi-task
• Valid Driver’s license (Safe Driving Record)
• State minimum auto insurance

Key Responsibilities

Quality Monitoring & Auditing

• Routinely review calls, documentation, workflows, and other CCC interactions for quality, accuracy, timeliness, customer service, and adherence to established processes. Identify trends at both individual and department levels.

Education & Competency

• Coordinate orientation and onboarding for new CCC teammates; develop ongoing education; maintain competency expectations; provide refresher training when workflow or performance issues are identified.

Performance Improvement

• Analyze Genesys data, service levels, call handling, abandonment, workflow performance, complaints, patient/family feedback, and other operational measures to identify improvement opportunities.

Call Quality

• Establish a standardized call-quality review process for Triage and Customer Service, including communication skills, accuracy, appropriate routing/escalation, documentation, and RELATE/customer service behaviors.
• Help develop and maintain CCC procedures, workflows, scripts, reference materials, and training tools so expectations are consistent across regions and shifts.

Coaching Support

• Provide Team Leaders with findings from quality reviews and assist in developing education or coaching plans. Team Leaders would retain responsibility for formal performance management.
• Coordinate training for staff to improve patient interactions and satisfaction.
• Collaborate with multi-disciplinary teams to recommend enhancements to patients’ experience within the CCC.
• Analyze patient satisfaction data related to CCC interactions and implement targeted performance improvement initiatives.

New Process Implementation

• Partner with the Director and Team Leaders when new CCC processes are introduced to develop education, assess competency, audit adoption, and determine whether the change is producing the intended result.
• Participate in CCC improvement initiatives and help close the loop from identify issue to educate to measure to provide feedback to remeasure.

Benefits & Perks: your health and happiness matters! We offer:

• Competitive Pay
• Competitive Health, Dental, and Vision Insurance
• Short- & Long-Term Disability
• Life Insurance
• Paid Time Off
• 401k with 5% employer match
• Tuition Reimbursement
• Preparation for certification and pay incentive on Hospice certification achievement
• Scrubs provided at initial onboarding
• Organizational preceptor to assist with orientation and ongoing education
• Educational programs geared toward career advancement