Key Facts

Remote From:

Part time

English

Hard Skills

Patient Education And Counseling Order Management Quality Assessment Telephony Operational Reporting Dispatch Coordination Medical Abbreviations

Other Skills

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Customer Service
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Order Entry
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Web Conferencing
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Microsoft Office
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Team Effectiveness
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Decision Making
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Technical Acumen
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Communication
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Active Listening
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Ethical Standards And Conduct
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Time Management
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Results Focused
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Problem Solving

Roles & Responsibilities

Ability to work independently and as part of a team.
Strong customer service skills with excellent verbal, written, and listening communication.
Proficient in Microsoft Office Suite (Outlook, Word, Excel) and experience with virtual collaboration tools (Microsoft Teams, Skype).
High school diploma or GED required; associate degree preferred; knowledge of medical terminology may be beneficial.

Requirements:

Work directly with field leadership to ensure timely service delivery and communicate with patients and ordering entities, including providing ETAs within client SLAs.
Schedule services, reschedule or cancel exams as needed, and convey updates to patients and/or ordering entities.
Monitor operational metrics and reporting for all home-based services and maintain records for quality improvement.
Serve as SME for TridentCare at Home models (Hospital at Home, Emergency Department in Home, and PACE) and collaborate with internal teams (teleradiology, billing, field operations) to ensure smooth processes.

Job description

Remote Part Time

Saturday and Sunday 8:00am - 6:30pm EST
Monday 12:00pm - 6:00pm EST

Pay Range: $18.00

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. Associate's degree preferred.