Coordinator Continuous Care After Hours

2 weeks ago


Miramar, United States Vitas Healthcare Full time

* Effectively process calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures.
* Promptly answer and screen incoming calls, with appropriate escalation as needed.
* Utilize Continuous Care Scheduling tool to monitor for staffing needs and confirm assignments for assigned programs; reassigns staff as needed
* Review list of staff availability to ensure patient needs meet staff assigned
* Provide pro-active notification to Program Management of inability to assign staff for a CC patient
* Ensure timely and accurate documentation on the Shift-Report
* Take ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed.
* Maintain compliance with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.
* Participate in the education of new hires as needed.

QUALIFICATIONS

* One year previous customer service/ call center experience
* Excellent verbal, written, and interpersonal communication skills, as well as demonstrated effective telephone skills.
* Accurately types a minimum of 40 wpm
* Team player including working weekends and holidays as necessary to support operations.
* Able to function is a high call volume setting
* Ability to work on various assignments simultaneously
* Strong interpersonal skills within all levels of the organization
* Ability to navigate within automated systems and proficiency in Outlook, Word and Excel

EDUCATION

* Completion of high school or basic education equivalency required.

SPECIAL INSTRUCTIONS TO CANDIDATES

* EOE/AA M/F/D/V



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