CCC Dispatch Coordinator

VITAS Healthcare•Miramar, FL

2d•Onsite

About The Position

The CCC Dispatch Coordinator is responsible for processing calls, managing staff assignments, and providing customer service in accordance with VITAS Healthcare Corporation's policies and procedures. This role involves answering and screening incoming calls, utilizing scheduling tools to monitor and confirm staff assignments, and reassigning staff as needed. The coordinator will proactively notify management of any inability to assign staff for patient visits, ensure timely and accurate documentation, and resolve customer service issues with a focus on first call resolution. Compliance with departmental standards, participation in new hire education, and support for Telecare Operations are also key aspects of this position. The employee will perform other job-related duties as assigned by their supervisor or management.

Requirements

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 in 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.
Completion of high school or basic education equivalency required.

Responsibilities

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 Scheduling tools provided 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 CCC and Program Management of inability to assign staff for patient visits needs.
Ensure timely and accurate documentation.
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.
Support Telecare Operations with Patient Care Coordinator responsibilities as needed.
Perform related duties as required.
Perform any other job-related duties assigned by their supervisor or management.