Patient Care Coordinator

VITAS Healthcare; Town of Florida (NY); On-site; USD 48,000 - 60,000; Full time

Job summary

VITAS Healthcare in New York is seeking a Patient Care Coordinator who, as part of the interdisciplinary team, processes calls, answers questions, provides information, and routes calls to triage nurses when appropriate during alternate hours.

You will follow Care Connection Center scripts, screen inquiries, document tasks accurately, coordinate with field staff and physicians, and escalate issues while maintaining compliant, organized workflows.

Qualifications

• Two or more years of experience in medical terminology and/or call center environments.

Responsibilities

• Process calls in an organized manner following Care Connection Center scripts and procedures.
• Promptly answer and screen incoming calls, escalating as needed.
• Ensure timely, accurate documentation per Telecare standards to maintain data integrity.
• Facilitate communication between Telecare team, field staff, physicians, and patients/families.
• Handle concerns with first-call resolution when possible; escalate when required.
• Maintain compliance with departmental standards, training, and workflow priorities.
• Participate in education of new hires as needed.

Skills

Medical terminology

Call center experience

Communication skills

Bilingual English/Spanish

Education

High school diploma or equivalent

Medical or business office training preferred

Job description

The VITAS Healthcare Patient Care Coordinator is a member of the interdisciplinary team who effectively processes calls, answers general questions, provides information, and transfers calls to triage nurses when appropriate during alternate hours.

• 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