Position Overview
Effectively processes calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures. Promptly answers and screens incoming calls, with appropriate escalation as needed. Ensures timely and accurate VX documentation on all tasks completed in accordance with Telecare documentation standards to ensure data integrity. Facilitates communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff, and patients and family. Handles concerns independently within their scope of practice and seeks guidance from the Telecare Nurse or Team Leader as needed in the execution of their tasks. Takes ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed. Becomes compliant with all departmental standards; policies and procedures, training and education, workforce management...