Coordinator Patient Care

Vitas Healthcare Corporation; Florida; Presencial; USD 32.000 - 42.000; Jornada completa

Descripción de la vacante

Vitas Healthcare Corporation is seeking a capable care center agent to handle inbound calls with a professional, service-oriented approach. You will document accurately and support field staff, physicians, and families, maintaining data integrity and policy compliance.

The role emphasizes excellent verbal and written communication, multitasking in a fast-paced environment, and the ability to escalate appropriately when necessary. Weekend and holiday coverage may be required.

Formación

• Two+ years experience in medical terminology or call center environment.
• Ability to meet goals in a fast-paced setting.
• Judgment and discretion in relationships with internal/external callers.
• Excellent written and verbal communication for concierge-level service.
• Proficient in navigating automated systems and various software.

Responsabilidades

• Answers and screens calls promptly, escalates as needed.
• Follows scripts, policies, and procedures; data integrity in VX documentation.
• Facilitates communication between Telecare team, field staff, physicians, and families.
• Resolves customer service issues with first-call resolution when possible.

Conocimientos

Customer service

Call center

Communication

Bilingual English/Spanish

Typing 50 WPM

Educación

High school diploma

Herramientas

Automated systems

Software packages

Descripción del empleo

• 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.

QUALIFICATIONS

• 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