- 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 Excel
EDUCATION
- Completion of high school or basic education equivalency required.
SPECIAL INSTRUCTIONS TO CANDIDATES
VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.
All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.
Benefits Include:
- Competitive compensation
- Health, dental, vision, life and disability insurance
- Pre-tax healthcare and dependent care flexible spending accounts
- Life insurance
- 401(k) plan with numerous investment options and generous company match
- Cancer and/or critical illness benefit
- Tuition Reimbursement
- Paid Time Off
- Employee Assistance Program
- Legal Insurance
- Roadside Assistance
- Affinity Program
Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.
Choose a Career with VITAS
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