Coordinator Patient Care

Vitas Healthcare Corporation; Florida; On-site; USD 19,000 - 28,000; Full time

Job summary

Telecare is seeking a patient-focused call center specialist in Florida to manage inbound/outbound calls, document accurately, and coordinate with medical staff.

The role requires 2+ years in medical terminology or call center work, excellent communication, and strong computer skills. Weekend/holiday availability and proficiency with CRM software are a plus. Training provided.

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 judgment and discretion in establishing relationships with callers.
• Superior verbal and written communication for concierge level service.
• Proficient with computers, internet, and navigating automated systems and software.
• Ability to work weekends and holidays as necessary.
• Bilingual in English/Spanish a plus.

Responsibilities

• 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.
• Ensure timely and accurate VX documentation per Telecare standards for data integrity.
• Facilitate communication between Telecare team, field staff, HME, referrals, vendors, physicians, and patients/families.
• Handle concerns within scope and seek guidance from Nurse or Team Leader as needed.
• Own and resolve customer service issues with first call resolution when possible; escalate as needed.
• Be compliant with departmental standards, policies, training, and quality.
• Participate in education of new hires as needed.

Skills

Communication skills

Bilingual English/Spanish

Typing 50 WPM

Customer service

Organization

Weekend/holiday availability

Education

High school diploma or GED

Medical or business office training preferred

Tools

CRM software

Computer literacy

Job description

Responsibilities

• 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