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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 patient visits needs.
- Ensure timely and accurate documentation.
- Take ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed.
- 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.
- Participate in the education of new hires as needed.
- Support Telecare Operations with Patient Care Coordinator responsibilities as needed.
- 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.
Qualifications
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
- One year previous customer service/ call center experience
- Excellent verbal, written, and interpersonal communication skills, as well as demonstrated effective telephone skills.
- Accurately types a minimum of 40 wpm
- Team player including working weekends and holidays as necessary to support operations.
- Able to function is a high call volume setting
- Ability to work on various assignments simultaneously
- Strong interpersonal skills within all levels of the organization
- Ability to navigate within automated systems and proficiency in Outlook, Word and Excel
Education
Completion of high school or basic education equivalency required.
Certification & Licensure
NA
Reasonable Accommodation
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
