Patient Care Coordinator

VITAS Healthcare • San Antonio, TX

2d

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 follows Care Connection Center scripts, policies, and procedures to handle calls systematically, promptly screening incoming calls and escalating when needed. The role requires timely and accurate VX documentation in accordance with Telecare documentation standards to support data integrity.

The Patient Care Coordinator facilitates communication among Telecare team members, field staff, HME, referral sources, vendors, physicians, facility staff, patients, and families. They handle concerns within their scope of practice, seek guidance from a Telecare Nurse or Team Leader as needed, and take ownership of customer-service issues, aiming for first-call resolution whenever possible. They follow departmental standards and procedures, complete training and education, manage and prioritize work, adhere to attendance and quality expectations, and participate in educating new hires as needed.

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 exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships 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

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

Responsibilities

• Process calls systematically and in an organized manner according to Care Connection Center scripts, policies, and procedures.
• Promptly answer and screen incoming calls, provide information, answer general questions, and transfer calls to triage nurses when appropriate.
• Escalate calls and concerns as needed, including immediate escalation when appropriate.
• 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 as needed.
• Take ownership of customer-service issues and pursue first-call resolution whenever possible.
• Comply 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.

What This Job Offers

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