[Hiring] Patient Success Coordinator @TridentCare

Role Description

The TridentCare at Home Patient Success Coordinator (PSC) holds primary ownership of each Customer and Patient experience. This position is responsible for internal oversight for all home-based orders to ensure that TridentCare meets or exceeds its customer commitments related to the execution and follow-up of the service provided.

Tasks and Responsibilities

• Work directly with the field leadership team to ensure the timeliness of services provided to the patient are within a customer’s service matrix.
• Assist with the scheduling of services and communicate with the patient and/or ordering entity, when applicable.
• Provide ETAs to the patient or ordering entity, when applicable.
• Reschedule and cancel exams when appropriate and communicate with the patient and/or ordering entity.
• Work with internal field operations to help prioritize the dispatching of techs based upon client SLAs.
• Become SMEs in the various models of TridentCare at Home clients including Hospital at Home, Emergency Department in Home, and PACE programs.
• Work with internal teleradiology team to ensure successful image transfer processes, when applicable.
• Address patient and/or client questions/concerns timely; record for Quality Improvement metrics.
• Assist in obtaining required paperwork for timely and accurate billing, as applicable.
• Monitor reporting and operational metrics for all home-based services.
• Answer incoming customer service orders as soon as possible.
• Display active listening and superior customer service skills for both external & internal customers.
• Display the ability to enter orders manually via our fax process.
• Navigate seamlessly through the TridentCare applications (TCC, DDF, etc.)
• Display the ability to operate the phone system effectively.
• Adhere to work schedule.

Qualifications

• Ability to work independently and as a team.
• Ability to communicate effectively through electronic means including Microsoft Teams, Skype, and web-based meetings.
• Strong computer skills, including Microsoft Office Suite (Outlook, Word, & Excel).
• Strong customer service skills.
• Solid communication skills (including verbal, written, and listening skills).
• Solid problem-solving and decision-making abilities.
• Results-oriented and goal-driven.
• Strong ethics, integrity, and accountability.
• Ability to type 35-40 words per minute.
• Medical terminology/experience preferred but not required.
• High School degree or GED equivalent required. Associates Degree (B.A.) preferred.