Job Description
Part-Time Monday thru Friday 6:30 p.m. to 12:00 a.m. EST
Pay: $18.00 per hour
ROLE:
The TridentCare at Home Patient Success Coordinator (PSC) holds primary ownership of each Customer and Patient experience. This position is responsible for internal oversight for all home-based orders to ensure that TridentCare meets or exceeds its customer commitments related to the execution and follow-up of the service provided.
TASKS AND RESPONSIBILITIES:
- Work directly with the field leadership team to ensure the timeliness of services provided to the patient are within a customer’s service matrix.
- Assisting with the scheduling of our services and communicating with the patient and/or ordering entity; when applicable.
- Providing ETAs to the patient or ordering entity, when applicable.
- Rescheduling and cancelling exams when appropriate and communicating with the patient and/or ordering entity.
- Working with internal field operations to help prioritize the dispatching of techs based upon client SLAs.
- Become SMEs in the various models of TridentCare at Home clients including Hospital at Home, Emergency Department in Home, and PACE programs.
- Work with internal teleradiology team to ensure successful image transfer processes, when applicable.
- Address patient and/or client questions/concerns timely; record for Quality Improvement metrics.
- Assist in obtaining required paperwork for timely and accurate billing, as applicable.
- Monitor reporting and operational metrics for all home‐based services.
- Answer incoming customer service orders as soon as possible.
- Display active listening and superior customer service skills for both external & internal customers.
- Display the ability to enter orders manually via our fax process.
- Navigate seamlessly through the TridentCare applications (TCC, DDF, etc.)
- Display the ability to operate the phone system effectively.
- Adhere to work schedule
SKILLS/EXPERIENCE:
- Ability to work independently and as a team.
- Ability to communicate effectively through electronic means including Microsoft Teams, Skype and Web based meetings.
- Strong computer skills, including Microsoft office suite (Outlook, Word, & Excel). Strong customer service skills.
- Solid communication skills (including verbal, written, and listening skills).
- Solid problem solving and decision‐making abilities.
- Results oriented and goal driven.
- Strong ethics, integrity, and accountability.
- Ability to type 35‐40 words per minute.
- Medical terminology/experience preferred but not required.
- High School degree or GED equivalent required. Associates Degree (B.A.) preferred.
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