Coordinator Senior Patient Care

VITAS Healthcare•San Antonio, TX

About The Position

The VITAS Healthcare Sr. Patient Care Coordinator is a member of the interdisciplinary team who effectively processes calls, answers general questions, provides information, and transfers calls to triage nurses when appropriate during alternate hours. Effectively processes calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures. Promptly answers and screens incoming calls, with appropriate escalation as needed. Ensures timely and accurate VX documentation on all tasks completed in accordance with Telecare documentation standards to ensure data integrity. Facilitates communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff, and patients and family. Handles concerns independently within their scope of practice and seeks guidance from the Telecare Nurse or Team Leader as needed in the execution of their tasks. Takes ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed. Becomes compliant with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality. Participates in the education of new hires as needed. Performs additional, elevated opening, closing, and Telecare operations tasks. Functions as a positive, professional role model and set the example for PCCs in the performance of all PCC duties and responsibilities. Is a strong mentor for all new Telecare team members going through their onboarding and probationary period of employment. Supports ongoing development of all Telecare Team members in coordination with all Telecare initiatives and programs. Takes the initiative in developing effective relationships with the Care Connection Center and all other department teams. Immediately escalates all concerns and/or needs to the appropriate Care Connection Center management team member. Other duties and special projects as determined by the department supervisor or director.

Requirements

At least one year patient coordinator experience.
Two or more years related experience in medical terminology and/or in 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 ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service.
Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages.
Ability to type a preferred 50 WPM.
Prior experience in working collaboratively with other functional leaders to drive action plans.
Must be highly organized and able to manage multiple responsibilities and 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 the operations of the Care Connection Center.

Nice To Haves

Bilingual in English/Spanish a plus.
Medical or business office education or training preferred.

Responsibilities

Processes calls, answers general questions, provides information, and transfers calls to triage nurses when appropriate during alternate hours.
Processes calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures.
Promptly answers and screens incoming calls, with appropriate escalation as needed.
Ensures timely and accurate VX documentation on all tasks completed in accordance with Telecare documentation standards to ensure data integrity.
Facilitates communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff, and patients and family.
Handles concerns independently within their scope of practice and seeks guidance from the Telecare Nurse or Team Leader as needed.
Takes ownership and resolves all customer service issues with first call resolution whenever possible.
Escalates immediately as needed.
Becomes compliant with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.
Participates in the education of new hires as needed.
Performs additional, elevated opening, closing, and Telecare operations tasks.
Functions as a positive, professional role model and sets the example for PCCs in the performance of all PCC duties and responsibilities.
Acts as a strong mentor for all new Telecare team members going through their onboarding and probationary period of employment.
Supports ongoing development of all Telecare Team members in coordination with all Telecare initiatives and programs.
Takes the initiative in developing effective relationships with the Care Connection Center and all other department teams.
Immediately escalates all concerns and/or needs to the appropriate Care Connection Center management team member.
Performs other duties and special projects as determined by the department supervisor or director.