CCC Sr Dispatch Coordinator

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments and governmental regulations.

·        Effectively process calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures.

·        Promptly answer and screen incoming calls, with appropriate escalation as needed.

·        Utilize Scheduling tools provided to monitor for staffing needs and confirm assignments for assigned programs; reassigns staff as needed

·        Review list of staff availability to ensure patient needs meet staff assigned

·        Provide pro-active notification to CCC and Program Management of inability to assign staff for a patient visit needs.

·        Ensure timely and accurate documentation.

·        Take ownership and resolve all customer service issues with first call resolution whenever possible. 

·        Maintain compliance with all departmental standards, policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality.

·        Perform additional, elevated opening, closing, and staffing operations tasks.

·        Mentor new CC Afterhours Coordinator team members with onboarding, training,  and probationary period of employment.

·        Support ongoing development of all Dispatch Coordinator team members in coordination with all Care Connection Center initiatives and programs.

·        Develop effective relationships with the Care Connection Center and all other department teams.

·        Support Telecare Operations with Sr. Patient Care Coordinator responsibilities as needed

·        Escalate 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.

·        Perform related duties as required.  This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

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

·        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 work weekends and holidays as necessary to support the operations of the Care Connection Center

·        Strong interpersonal skills within all levels of the organization  

·        Ability to navigate within automated systems and proficiency in Outlook, Word and  Excel

·        Bilingual in Spanish/English a plus

Education:

Completion of high school or basic education equivalency required.

Business office education or training desired.

Certification & Licensure:

NA

Reasonable Accommodation:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.