Patient Care Concierge Coordinator

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

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.