CARE AT HOME COORDINATOR

Description

American Health Associates, a premier clinical laboratory predominantly servicing the long-term care industry now offers at-home care services (phlebotomy, medical imaging, etc.). This service aims to help expand patients’ options when it comes to how and where they get their medical imaging, blood work and labs done. We know how hard it can be to get to an imaging center or lab for those with limited mobility, severe health conditions, and for those with lack of transportation. AHA is changing lives for the people we serve and the people we hire. Join our team who make a difference in people's lives every single day!

AHA’s Care at Home Coordinator is a highly visible customer service and patient-focused role. Our Coordinator is responsible for resolving client concerns regarding patients that require a home draw and/or medical imaging services. Develop and maintain schedule for phlebotomists and imaging technologists assigned to the home care patient. Troubleshoot inquiries from all sources (e.g., Client Services/Sales). Client notification and follow-up required on these and more complex issues. Resolve all concerns to satisfaction of client and patient. He/She operates in a dynamic and professional environment to ensure the highest level of quality healthcare services are provided by AHA's Mobile Care Service team.

This is not a remote position.

RESPONSIBILITIES:

· Handle all concerns regarding patient phlebotomy draws and medical imaging. These concerns may be received by telephone, or in writing/email/fax.

· Daily logs/schedules will be developed and tracked to completion for our Mobile Care Services team to ensure at homes services are completed in a timely manner.

· Document reporting or call history will be maintained for department metrics.

· AHA's Care at Home Coordinator will contact the client or patient to resolve routine matters related to patient testing or medical imaging services. Patients may also be called to schedule at home services.

· Use the established protocols for reporting client complaints.

· Provide research and resolution on complex issues, including those that have been referred by Client Services.

· May coordinate or provide training to new hires.

· Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement.

· May assist in the delegation of work in the absence of the supervisor or manager.

· Ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.

· Provide extraordinary customer service and collaboration to all internal and external customers.

· Performs other related duties as assigned.

Requirements

· High School Diploma (or equivalent) required.

· Healthcare/clinical laboratory or customer service experience is preferred.

· Must demonstrate a strong history of dependability and customer service skills.

· Experience in a Call Center/Customer service environment preferred.

· Data entry experience preferred.

· Strong typing and computer skills.

· Excellent verbal and written communication skills.

· Strong teamwork skills.

· Ability to manage stress.

· Capable of handling multiple priorities and their time in a high-volume setting.

· Willingness to accept additional responsibilities with a positive attitude.

· May need to be available on alternating weekends.

· Must possess a passion for SAFETY and CUSTOMER SERVICE!

AHA IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER