Process new referrals that arrive directly to the program in the manor best fitting the needs of the referral source. Participates in morning check in meeting with designated Admissions Coordinator to review staffing/scheduling needs for the day. Call to be completed prior to 9 am local time. Participates in morning check-in meeting with Admissions Manager to review staffing/scheduling needs for the day. Check-in to be completed prior to 9 am local time. Provides a concierge level of customer se... more details
Process new referrals that arrive directly to the program in the manor best fitting the needs of the referral source.
Participates in morning check in meeting with designated Admissions Coordinator to review staffing/scheduling needs for the day. Call to be completed prior to 9am local time.
Participates in morning check-in meeting with Admissions Manager to review staffing/scheduling needs for the day. Check-in to be completed prior to 9am local time.
Provides a concierge level of customer service to every caller by implementing the VITAS Call Center Quality Management standards of call scripting
Supports Admissions team to exceed program goals.
Establishes a rapport and maintains an effective relationship with all internal and external Vitas customers.
Enters accurate information to support data integrity in VITAS computer applications.
Responds accurately to all questions received regarding services provided by Vitas.
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.
Escalates matters to Admissions Manager when assistance or clarification is needed.
Follows the VITAS Admissions Standard for contingency staffing
Participates in ongoing training and development based on the changing healthcare environment.
Notifies Admissions Staff of all scheduled appointments within their working hours of 8am-8pm local time.
Notifies VITAS Marketing Representatives of all new referrals within their working hours of 8am-8pm local time.
Utilizes Appointments Everywhere to effectively facilitate the scheduling/updating of appointments.
QUALIFICATIONS
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 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 preferred
Bilingual in Spanish/English a plus
Medical or business office education or training desired
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