Coordinator Continuous Care After Hours - VITAS Healthcare : Job Details

* 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 Continuous Care Scheduling tool 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 Program Management of inability to assign staff for a CC patient* Ensure timely and accurate documentation on the Shift-Report* 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.QUALIFICATIONS* 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 ExcelEDUCATION* Completion of high school or basic education equivalency required.SPECIAL INSTRUCTIONS TO CANDIDATES* EOE/AA M/F/D/V