Coordinator Senior Patient Care

VITAS Healthcare•Lombard, IL

About The Position

The Senior 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; screens incoming calls and escalates them as needed; and ensures timely, accurate VX documentation in accordance with Telecare documentation standards. The role facilitates communication among Telecare team members, field staff, HME, referral sources, vendors, physicians, facility staff, patients, and families. It handles concerns within its scope of practice, seeks guidance from the Telecare Nurse or Team Leader when needed, and aims to resolve customer service issues on the first call whenever possible. The Senior Patient Care Coordinator follows departmental standards for policies and procedures, training, workforce management, disaster planning, prioritization, attendance, adherence, and quality. The role performs elevated opening, closing, and Telecare operations tasks; helps educate and mentor new hires and supports ongoing team development; models professional PCC performance; and builds effective relationships with the Care Connection Center and other department teams. Other duties and special projects may be assigned by the department supervisor or director.

Requirements

At least one year of patient coordinator experience.
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 judgment and discretion in establishing and maintaining strong relationships with internal and external callers.
Strong verbal and written communication skills to provide a high level of customer service.
Working knowledge of computers and internet access, and ability to navigate automated systems and a variety of software packages.
Must be highly organized, able to manage multiple responsibilities, and able to work on various assignments simultaneously.
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 is required.

Nice To Haves

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

Responsibilities

Process calls systematically according to Care Connection Center scripts, policies, and procedures.
Answer and screen incoming calls, provide information, and transfer calls to triage nurses when appropriate during alternate hours.
Escalate calls and concerns promptly when appropriate.
Document completed tasks accurately and promptly in VX according to 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 role’s scope of practice and seek guidance from the Telecare Nurse or Team Leader as needed.
Take ownership of customer service issues and seek 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.
Perform elevated opening, closing, and Telecare operations tasks.
Serve as a positive, professional role model for PCCs and demonstrate PCC duties and responsibilities.
Mentor new Telecare team members during onboarding and their probationary period.
Support ongoing development of Telecare team members in coordination with department initiatives and programs.
Develop effective relationships with the Care Connection Center and other department teams.
Escalate concerns or needs to the appropriate Care Connection Center management team member.
Perform other duties and special projects as assigned by the department supervisor or director.