Patient Care Coordinator

VITAS Healthcare•Miramar, FL

About The Position

The VITAS Healthcare Patient Care Coordinator is a member of the interdisciplinary team who processes calls, answers general questions, provides information, and transfers calls to triage nurses when appropriate during alternate hours. The coordinator handles calls systematically and in an organized manner, following Care Connection Center scripts, policies, and procedures. They promptly answer and screen incoming calls and escalate as appropriate. The role requires timely and accurate VX documentation of completed tasks in accordance with Telecare documentation standards to ensure data integrity. The Patient Care Coordinator facilitates communication between Telecare team members, field staff, HME, referral sources, vendors, physicians, facility staff, patients, and families. They address concerns within their scope of practice, seek guidance from the Telecare Nurse or Team Leader as needed, and take ownership of customer service issues with first-call resolution whenever possible. The coordinator follows departmental standards, policies, procedures, training and education requirements, workforce management practices, and disaster planning. They manage and prioritize tasks, maintain attendance and adherence, meet quality standards, and may participate in educating new hires. Weekend and holiday work may be necessary to support Care Connection Center operations.

Requirements

Two or more years of related experience in medical terminology and/or a call center environment.
Ability to attain goals in a fast-paced, dynamic environment.
Ability to use considerable judgment and discretion to establish and maintain strong partnerships with internal and external callers.
Superior verbal and written communication skills to provide a concierge level of service throughout customer interactions.
Working knowledge of computers and internet access, and ability to navigate automated systems and a variety of software packages.
Ability to manage multiple responsibilities and assignments simultaneously while remaining highly organized.
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 Care Connection Center operations.
Completion of high school or basic education equivalency.

Nice To Haves

Medical or business office education or training.
Typing speed of 50 WPM is preferred.
Prior experience working collaboratively with other functional leaders to drive action plans.
Bilingual in English and Spanish.

Responsibilities

Process calls systematically and in an organized manner according to Care Connection Center scripts, policies, and procedures.
Answer and screen incoming calls promptly, provide general information, and transfer calls to triage nurses when appropriate during alternate hours.
Escalate calls and concerns as needed.
Complete timely and accurate VX documentation in accordance with Telecare documentation standards.
Facilitate communication among Telecare team members, field staff, HME, referral sources, vendors, physicians, facility staff, patients, and families.
Handle concerns within the scope of practice and seek guidance from the Telecare Nurse or Team Leader when needed.
Take ownership of customer service issues and resolve them on the first call whenever possible.
Comply with departmental standards, policies and procedures, training and education, workforce management, and disaster planning requirements.
Manage and prioritize work tasks and maintain attendance, adherence, and quality standards.
Participate in educating new hires as needed.