CCC Sr Dispatch Coordinator

Job Title

Job Info

Job Identification 44328

Job Category Administration

Locations 3154 Executive Way, Miramar, FL, 33025, US

Job Schedule Full time

Job Shift Evening

Job Description

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.

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:

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.

About Us

VITAS Healthcare is the nation's leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you'll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heardfind your purpose at VITAS today.

Benefits Include:

- Competitive compensation - Health, dental, vision, life and disability insurance- Pre-tax healthcare and dependent care flexible spending accounts- Life insurance- 401(k) plan with numerous investment options and generous company match- Cancer and/or critical illness benefit- Tuition Reimbursement- Paid Time Off- Employee Assistance Program- Legal Insurance- Roadside Assistance- Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS