Coordinator Patient Care

VITAS Healthcare; San Antonio (TX); On-site; USD 34,000 - 52,000; Full time

Job summary

VITAS Healthcare is seeking a detail-oriented call center associate to support patients, families, and providers. You will handle calls following scripts, screen and escalate as needed, and document tasks with care to data integrity.

You will collaborate with Telecare teams, field staff, vendors, and physicians to ensure timely responses while adhering to policies. Weekend/holiday shifts may be required.

Qualifications

• Two or more years of related experience in medical terminology or call center environments.
• Ability to meet goals in a fast-paced, dynamic environment.
• Strong judgment and discretion in establishing and maintaining relationships with callers.
• Excellent written and verbal communication for concierge-level service.
• Proficient with computers, internet, and navigating automated systems and software.
• Experience collaborating with leaders to drive action plans.
• Highly organized and able to manage multiple tasks.

Responsibilities

• Process calls systematically following scripts, policies, and procedures.
• Promptly answer and screen calls, with escalation as needed.
• Ensure VX documentation is timely and accurate per standards.
• Facilitate communication between Telecare team, field staff, vendors, physicians, and patients/families.
• Handle concerns independently within scope and seek guidance as needed.
• Own and resolve customer service issues with first-call resolution when possible.
• Be compliant with departmental standards, training, and education.
• Participate in education of new hires as needed.

Skills

Call center experience

Medical terminology

Strong communication

Multitasking

Bilingual English/Spanish

Computer literacy

Education

High school diploma or equivalent

Medical or business office education preferred

Tools

Various software packages

Typing 50 WPM

Job description

• 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