Referral Intake Coordinator - Healthcare Call Center Nights

ConnectLife•Williamsville, NY

4d•$21•Onsite

About The Position

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives. Job Summary: Responsible for all incoming calls to the Donor Referral Center. Collects all pertinent information over the phone for initial donation referral, and simultaneously inputs data into the internal electronic medical record.

Requirements

High school diploma or equivalent required.
Customer service experience required.
Excellent interpersonal skills, written and verbal communication skills (clear, concise, and pleasant phone voice), including communicating with diverse individuals required.
Proficient in keyboarding, Microsoft Office Suite, data entry, utilizing dual monitors, and telephone operations required.
Must be adaptable and flexible to frequent changes within donor eligibility criteria.
Thinks critically when solving problems with a continuous focus on customer service.
Must be detail-oriented and able to multi-task while remaining accurate under pressure.
Ability to work in a collaborative team environment.

Nice To Haves

Associate degree or higher in healthcare related field preferred.
Medical terminology and/or medical record review experience preferred.
1 year working in a healthcare setting preferred.
Call center experience preferred.

Responsibilities

Responsible for answering all incoming calls to the Donor Referral Center.
Obtain all pertinent patient information and medical history, as necessary, from referring hospital or other referring sources during initial referral call. Utilizes dual monitors to maximize agility across multiple computer programs simultaneously to input data in the internal electronic medical record.
Communicate with the referring source until potential authorizing person can be approached when a donor is found to be eligible/suitable for donation.
Facilitate communication with hospital staff, Funeral Directors, coroners, and/or medical examiners to provide routine updates or obtain additional facts, autopsy information, morgue time, or any other important details.
Coordinate and triage external agency referrals while providing exemplary customer service and ensuring data entry accuracy prior to forwarding the referral and/or message to the applicable party.
Provides authorization for visitor access to all three ConnectLife buildings 24/7 through electronic identification system.
Maintain overall understanding of organizational operations as to handle all in-bound, non-referral calls. Provides caller with information, then triage and transfer to appropriate recipient within ConnectLife.
Continuously monitors all communication mediums throughout the shift for updates and pertinent job information.
Contribute referral information or applicable open items for the End of Shift Report (EOS), as needed.
Report any complaints or errors received to management, as needed.
Remain informed on current ConnectLife SOP’s and all relevant donor criteria changes on a daily basis.