CCC Dispatch Coordinator

• 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.

• 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

• Completion of high school or basic education equivalency required.

• EOE/AA M/F/D/V

Vitas Healthcare