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.
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, and 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.
Bilingual in English/Spanish a plus
SPECIAL INSTRUCTIONS TO CANDIDATES