Call Center Patient Coordinator – Overnights | Cape Canaveral Hospital (Cocoa Beach)

Health First Careers • Rockledge, FL

17d • Onsite

About The Position

The Patient Coordinator is dedicated to ensuring Quality/No Harm, exceptional Customer Service, and effective Stewardship. This high-stress position involves operating the hospital's communication systems, handling calls, announcing emergencies, and providing after-hours answering services for HFMG providers across all four hospital locations. The role requires calling codes on the overhead, managing critical situations with precision and calmness. This position is crucial for maintaining efficient communication and ensuring patient safety through prompt and accurate response handling. Strong leadership skills are essential for guiding and mentoring the operator team in a high-pressure environment, fostering a collaborative and high-performing team dynamic.

Requirements

• High school diploma or equivalent required
• 1-3 years of customer service or call center experience.
• Strong communication skills, both verbal and written, with a professional and courteous demeanor.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook) and comfortable using electronic health record (EHR) systems.
• Ability to work effectively in a fast-paced, high volume call center environment and meet performance metrics.
• Ability to remain calm and composed during high-pressure situations, such as emergency code announcements.
• Proficiency in typing > 40 wpm.
• Excellent organizational skills with attention to detail and the ability to prioritize tasks effectively.
• Flexibility to work at multiple locations and rotating shifts, including evenings, weekends, and holidays as required.

Nice To Haves

• General knowledge of healthcare terminology and abbreviations, previous healthcare experience is preferred.
• Associate’s degree
• 2-5 years working in a medical office, or scheduling role.

Responsibilities

• Promptly announce and broadcast emergency codes across all hospital areas according to established protocols, ensuring rapid response and patient safety based upon internal guidelines and procedure documentation.
• Efficiently operate multi-line telephone systems to handle high volume of incoming calls, including connecting callers to patient rooms, departments, physicians, and hospital staff.
• Provide after-hours answering service for healthcare providers, ensuring urgent messages are relayed promptly and accurately.
• Deliver superior customer service to callers by addressing inquiries, providing information, and directing calls to appropriate personnel or departments.
• Adhere to policies and procedures related to patient confidentiality, emergency preparedness, and safety protocols (e.g., HIPAA guidelines, emergency code procedures).
• Maintain accurate logs of all incoming calls, messages, and emergency incidents for reference and reporting purposes.
• Coordinate effectively with nursing staff, physicians, security personnel, and other hospital departments to facilitate smooth communication flow during emergencies and regular operations.
• Uphold Health First’s commitment to quality care, patient satisfaction, and a safe environment by contributing to initiatives such as "Quality No Harm" and patient experience.
• Other duties as assigned.

Benefits

• Diversity and inclusion are essential for our continued growth and evolution.
• Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates.
• Different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results.
• It fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED