Job Abstract

Full-Time Shift- In Office 7:00 a.m. to 3:30 p.m.

ROLE:

The TridentCare at Home Patient Success Coordinator (PSC) holds primary ownership of each Customer and Patient experience. This position is responsible for internal oversight for all home-based orders to ensure that TridentCare meets or exceeds its customer commitments related to the execution and follow-up of the service provided.

TASKS AND RESPONSIBILITIES:

• Work directly with the field leadership team to ensure the timeliness of services provided to the patient are within a customer’s service matrix.
• Assisting with the scheduling of our services and communicating with the patient and/or ordering entity; when applicable.
• Providing ETAs to the patient or ordering entity, when applicable.
• Rescheduling and cancelling exams when appropriate and communicating with the patient and/or ordering entity.
• Working with internal field operations to help prioritize the dispatching of techs based upon client SLAs.
• Become SMEs in the various models of TridentCare at Home clients including Hospital at Home, Emergency Department in Home, and PACE programs.
• Work with internal teleradiology team to ensure successful image transfer processes, when applicable.
• Address patient and/or client questions/concerns timely; record for Quality Improvement metrics.
• Assist in obtaining required paperwork for timely and accurate billing, as applicable.
• Monitor reporting and operational metrics for all home-based services.
• Answer incoming customer service orders as soon as possible.
• Display active listening and superior customer service skills for both external & internal customers.
• Display the ability to enter orders manually via our fax process.
• Navigate seamlessly through the TridentCare applications (TCC, DDF, etc.)
• Display the ability to operate the phone system effectively.
• Adhere to work schedule

SKILLS/EXPERIENCE:

• Ability to work independently and as a team.
• Ability to communicate effectively through electronic means including Microsoft Teams, Skype and Web based meetings.
• Strong computer skills, including Microsoft office suite (Outlook, Word, & Excel).? Strong customer service skills.
• Solid communication skills (including verbal, written, and listening skills).
• Solid problem solving and decision-making abilities.
• Results oriented and goal driven.
• Strong ethics, integrity, and accountability.
• Ability to type 35-40 words per minute.
• Medical terminology/experience preferred but not required.
• High School degree or GED equivalent required. Associates Degree (B.A.) preferred.

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