All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.

• Process new referrals in the manor best fitting the needs of the referral source and in alignment with pending management and intake processes.
• Offers and/or confirms a same day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure a timely admission for hospice referrals.
• Offers and/or confirms appointments in accordance with VPC related processes and referral sources for palliative referrals.

·       Participates in morning check in meetings and activities as assigned, to review staffing/scheduling needs for the day.

·       Collaborate with CCC and VPC leadership, and Director of Admissions as guided, to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.

• Provides a concierge level of customer service in every interaction.

·       Cisco Phone System – must be logged in and “on ready” throughout the work shift, taking inbound calls whenever necessary.

·       Strong, professional communication and collaboration with VPC, Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all VPC / Admission visit resources.

·       Quality – Calls (audio/video) are recorded, monitored, and reviewed for training, quality and performance feedback and recognition purposes.

·       Supports VPC / Admissions team to exceed program goals.

·       Establishes a rapport and maintains an effective relationship with all internal and external customers.

·       Enters accurate information to support data integrity in computer applications.

·       Responds accurately to all questions received regarding services provided.

·       Escalates matters to CCC, VPC, and/or Program Leadership as directed and/or VPC / Admissions clinical staff when assistance or clarification is needed.

·       Participates in ongoing training and development based on the changing healthcare environment.

·       Notifies VPC / Admissions / Sales Staff of all scheduled appointments per standards.

·       Utilizes Scheduling tools to effectively facilitate the scheduling/updating of appointments.

Performs 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.

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 an administrative, business office, or 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 minimum 45 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.

·       Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork.

·       Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.

Education:

Completion of high school or basic education equivalency required.

Bilingual in Spanish/English a plus

Medical or business office education or training desired

Certification & Licensure:

None

Physical Requirements:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.