Jacksonville, FL 32257Under the direction of the CNC Manager, the Care Navigation Center (CNC) Team Leader understands medical terminology with critical thinking skills in the processing of referrals into all Community Hospice and Palliative Care programs. He/she will train, audit, and serve as subject matter expert (SME) for daily operations within the call center and workflow. The Team Leader serves as a direct resource to call associates who are processing referrals and other intake needs, scheduling assessment visits and personnel, perform call monitoring, and one-touch resolution. The Team Leaders provide workflow and provides assistance to maintain seamless navigation through care services.
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Assigns tasks to team members/associates
2. Communicates clear instructions to associates
3. Manage daily operations and workflow
4. Define and sets team goals
5. Contributes data and feedback for scorecards
6. Create an inspiring environment for the team
7. Serves as primary contact for care associates for intake, inbound/outbound calls.
8. Provides customer support by phone, fax, or email, to internal and external customers.
9. Provides backup support for incoming calls from all lines of business for Community Hospice and Palliative Care.
10. Develops strategies that associates can use to better reach project goals
11. Ensures associates deliver high level of customer service and maximizing productivity.
12. Coordinates the initiation of Hospice services with peers in the Admissions Team, as well as Physicians, Community Agencies, Assisted Living Facilities, Long Term Care Facilities and hospitals, in addition to patients/families/caregivers.
13. Provides excellent customer service and maintains an amicable and professional working relationship with Community Hospice’s referral sources and partners.
14. Inputs data into the Electronic Medical Record (EMR) and relays available referral information to appropriate personnel.
15. Takes ownership of work on all referrals and follows up on pending referrals to ensure speed to care.
16. Provides Explanation of Services to patients and families either over the phone or face to face.
17. Audits referrals and records for accuracy and in a timeliness.
18. Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
19. Adheres to the Confidentiality and Non-Competition Agreement signed upon employment and change of status at Community Hospice.
20. Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handle time.
21. Ability to work overtime as needed.
22. Performs all other duties as assigned.
QUALIFICATIONS:
REQUIRED LICENSES/CERTIFICATIONS:
23. N/A
EDUCATION/EXPERIENCE:
Any combination of education and/or experience that would provide the required skill and knowledge for successful performance would be acceptable.
Typical qualifications would be equivalent to:
24. Minimum requirement of a high school diploma;
25. Medical degree certificate, example CNA, Medical Coding, etc. or AA degree or higher preferred.
KNOWLEDGE/SKILLS/ABILITIES:
26. 5+ years customer service experience.
27. 5+ years in a call center environment.
28. Experience in a health care environment.
29. Intermediate computer skills, intermediate typing, and data entry.
30. Excellent written and verbal communication skills.
31. Excellent time management and organizational skills.
32. Demonstrates effective people skills and sensitivities when dealing with others.