[Hiring] Patient Care Coordinator @VITAS Healthcare

Role 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 resolves 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 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.

Requirements

• Shift Differentials:
• PCC Evenings 4PM-12AM $1.25/HR
• PCC Overnight 12AM-8AM $1.50/HR
• PCC Morning 8AM-4:00 PM $2/HR

Education

• Completion of high school or basic education equivalency required.
• Medical or business office education or training preferred.

Benefits

• Competitive compensation
• Health, dental, vision, life and disability insurance
• Pre-tax healthcare and dependent care flexible spending accounts
• Life insurance
• 401(k) plan with numerous investment options and generous company match
• Cancer and/or critical illness benefit
• Tuition Reimbursement
• Paid Time Off
• Employee Assistance Program
• Legal Insurance
• Roadside Assistance
• Affinity Program
• Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.