CCC Dispatch Coordinator

VITAS Healthcare•Miramar, FL

About The Position

The CCC Dispatch Coordinator processes calls systematically in accordance with Care Connection Center scripts, policies, and procedures, and follows VITAS Healthcare Corporation policies, procedures, guidelines, contractual commitments, and governmental regulations. The coordinator answers and screens incoming calls, escalates issues when appropriate, uses scheduling tools to monitor staffing needs and confirm assignments, and reviews staff availability to match assigned staff with patient needs. The role proactively notifies CCC and Program Management when staff cannot be assigned to meet patient visit needs, maintains timely and accurate documentation, and works to resolve customer service issues on the first call whenever possible. The coordinator maintains compliance with departmental standards, policies and procedures, training and education, workforce management, disaster planning, work prioritization, attendance, adherence, and quality expectations. The role may include educating new hires, supporting Telecare Operations with Patient Care Coordinator responsibilities, and performing other related duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Requirements

One year of previous customer service or call center experience.
Excellent verbal, written, and interpersonal communication skills, including demonstrated effective telephone skills.
Typing speed of at least 40 words per minute.
Ability to work weekends and holidays as necessary to support operations.
Ability to function in a high-call-volume setting.
Ability to work on multiple assignments simultaneously.
Strong interpersonal skills across all levels of the organization.
Ability to navigate automated systems and proficiency in Outlook, Word, and Excel.
Completion of high school or basic education equivalency required.

Responsibilities

Process calls systematically in accordance with Care Connection Center scripts, policies, and procedures.
Promptly answer and screen incoming calls and escalate as needed.
Use scheduling tools to monitor staffing needs, confirm assignments for assigned programs, and reassign staff as needed.
Review staff availability to ensure patient needs are matched with assigned staff.
Proactively notify CCC and Program Management when staff cannot be assigned to meet patient visit needs.
Ensure timely and accurate documentation.
Take ownership of customer service issues and resolve them on the first call whenever possible; escalate immediately as needed.
Maintain compliance with departmental standards, policies and procedures, training and education, workforce management, disaster planning, work prioritization, attendance, adherence, and quality requirements.
Participate in educating new hires as needed.
Support Telecare Operations with Patient Care Coordinator responsibilities as needed.
Perform other related duties as required or assigned.