Hybrid CCC Sr Dispatch Coordinator na Field

• 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.
• 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.
• Perform additional, elevated opening, closing, and staffing operations tasks.
• Mentor new CC Afterhours Coordinator team members with onboarding and probationary period of employment.
• Support ongoing development of all CC Afterhours Coordinator team members in coordination with all Care Connection Center initiatives and programs.
• Develop effective relationships with the Care Connection Center and all other department teams.
• Support Telecare Operations with Sr. Patient Care Coordinator responsibilities as needed
• Escalate any and all concerns and/or needs to the appropriate Care Connection Center management team member.
• Other duties and special projects as determined by the department supervisor or director.

• 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
• Type a preferred 50 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
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center
• Strong interpersonal skills within all levels of the organization
• Ability to navigate within automated systems and proficiency in Outlook, Word and Excel
• Bilingual in Spanish/English a plus 

• Completion of high school or basic education equivalency required.
• Business office education or training desired.

• EOE/AA M/F/D/V

Company