[Hiring] Clinical Dispatcher @ACCESS TELECARE

Role Description

Access TeleCare is seeking a Clinical Dispatcher with strong communication and problem-solving skills, along with healthcare experience, to join our 1st shift Clinical Support team. Our Clinical Support team operates as a “virtual hospital,” bringing together clinical and operational teams dedicated to accelerating patient care. The team is responsible for receiving and prioritizing both emergency and routine consultations from partner facilities.

In this role, you will remotely manage multi-channel coordination and assignment of both emergency and routine consultations across multiple service lines.

• Effectively communicate with hospital clinical staff and Access TeleCare physicians to ensure timely and efficient patient care.
• Proficient in all CCC Coordinator duties.
• Effectively and efficiently manage incoming consultations through CCC consultation lifecycle workflows processes.
• Interact with clinical and operational teams to prioritize and assign requesting emergency/non-emergency consultations for multiple services lines.
• Use established and approved protocols, workflows, and the computer-aided dispatch system to evaluate the situation and take the appropriate actions.
• Test readiness of computer, cameras, and other related communications equipment.
• Monitor and maintain queues to quickly prioritize and assign consultations to meet or exceed SLAs.
• Demonstrate service excellence in meeting and exceeding all metrics outlined on performance index scorecard.
• Exhibit a high degree of professionalism when interacting with healthcare facilities, physicians, co-workers, and supervisors.
• May be required to be on-call, remain on duty after shift-end, and respond to emergency situations at any time.
• Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objective of the CCC and this position.
• Maintain a favorable, collaborative, and professional working relationship with all departments to ensure an efficient working environment to achieve the company’s mission.
• Keep immediate supervisor promptly and fully informed of all issues or concerns and take prompt corrective action where necessary.
• Maintain a positive team spirit and foster a positive organizational culture that aligns with the company values.
• Other tasks as needed.

Qualifications

• High School Diploma, GED or Equivalent Certification Required.
• At least one year of experience working in a call center environment or healthcare or IT.
• Strong communications skills (written and oral) as well as the ability to work effectively across departments.
• Demonstrated proficiency with Microsoft Office programs, communication, and collaboration tools in various operating systems.
• Ability to learn software and systems.
• Excellent phone/customer service skills along with high attention to detail.
• Enthusiastic about being on the forefront of healthcare and positively impacting patient lives.
• Flexibility and adaptability in a fast-paced environment.
• Ability to quickly learn and adapt to new technologies and systems.
• Ability to excel in a remote work setting, high growth, and fast-paced organization.

Requirements

• Full Time Work Schedule: 6:45am-3pm Eastern Time Zone / 5:45am-2pm Central Time Zone.
• Paid Training Schedule: Monday-Friday.
• Weekly Workdays: Thursday-Monday.
• Weekly Off Days: Tuesdays and Wednesdays.
• Remote based environment.
• This is a full-time position; est. 40 hours week.
• The consult coordination center operates 24/7 and does require weekends and holidays.
• Frequent speaking and listening using a headset.
• Sitting for an extended period of time.
• Extended periods of time looking at computer monitor.
• Repetitive use of hands/fingers across keyboard.
• Must be able to remain in a stationary position 50% of the time.

Benefits

• 100% Remote Work.
• Health Insurance (Medical, Dental, Vision).
• Health Savings Account.
• Flexible Spending (Medical and Dependent Care).
• Employer Paid Life and AD&D (Supplemental available).
• Paid Time Off.