Job Description

• 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
  
  

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V