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[Hiring] Patient Success Coordinator @TridentCare
Role Description
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.
- Assist with the scheduling of services and communicate with the patient and/or ordering entity, when applicable.
- Provide ETAs to the patient or ordering entity, when applicable.
- Reschedule and cancel exams when appropriate and communicate with the patient and/or ordering entity.
- Work 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.
Qualifications
- 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.
