Communication Center Coordinator - Ambulance Dispatch - FT
Company: Carilion Clinic
Location: Roanoke
Posted on: April 16, 2024
Job Description:
How You'll Help Transform Healthcare:The Communications Center
Coordinator is one of the first points of contact for patients,
prospective patients, discharge planners, insurance
companies/brokers, physicians, facilities, 911 dispatch centers,
and other Emergency Medical Services (EMS) agencies with Carilion
Clinic. Working in a call center environment as part of an extended
team under the direction of the lead pod, the Communications Center
Coordinator serves as a central link in the safe transfer and
transport of patients throughout the region. This position is
responsible for answering phone calls, facilitating insurance
pre-authorization, obtaining quotes for service, arranging
non-ambulance transport through other agencies, entering
information into the dispatch software system and insurance
portals, validating insurance coverage, and confirming
pre-scheduled appointments.
- Uses service excellence principles in all communication to
deliver an easy, empathetic, and solution-oriented experience for
all callers. Uses closed loop communication and read backs to
minimize errors.
- Receives and screens calls in an efficient manner to minimize
delays. Identifies and escalates emergency calls, issues, or
complaints to the appropriate pod in a timely manner.
- Facilitates the insurance pre-authorization process for
non-emergency transport requests by identifying the correct payor
and working through the established process with the appropriate
broker. Documents correspondence, approvals, and reference numbers
in the dispatch system.
- Communicates trip information accurately and concisely to CCPT
leadership when a price quote for service is requested. Follows up
with the caller in a timely manner.
- Works with other transport agencies or ride-share programs to
obtain the most efficient and cost-effective service appropriate
for the patient. Communicates the plan to the requestor and follows
through to ensure the patient was transported as scheduled. Serves
as a patient advocate by escalating or direct intervention when
other agencies do not meet service expectations or timelines.
- Demonstrates sustained proficiency in multi-tasking and
prioritizing work. Minimizes delays by direct data entry into the
system while the caller is on the line.
- Reviews electronic medical records for demographic information,
clinical information, or prior transport information to ensure an
appropriate match of resources to patient need. Actively works to
ensure the protection of private health information during this
process.
- Cancels and reschedules appointments in the dispatch software
program, using attention to detail to ensure the right patient and
the right cancellation reason.
- Confirms future appointments by contacting the patient or
facility directly. Works through scheduling changes or issues to
ensure the call schedule is updated in real time. What We
Require:Education: High school diploma or equivalent
required.Experience: Prior experience in a call center, 911
dispatch center, or as an Emergency Medical Services provider
preferred.Licensure, certification, and/or registration: American
Heart Association Basic Life Support - Health Care Provider (AHA
BLS -HCP) required within 3 months of hire. Virginia Office of
Emergency Medical Services certification preferred. This includes
Emergency Medical Responder (EMR). Certification in medical
terminology preferred. Other Minimum Qualifications: Job requires
long periods of sitting and use of a headset for frequent telephone
interactions. Must be proficient with keyboarding/typing and use of
software applications, including Windows. Must demonstrate
sustained proficiency in multi-tasking and effective communication
skills focused on customer service. Must successfully complete
orientation and competency validation specific for this position.
About CarilionThis is Carilion Clinic ...An organization where
innovation happens, collaboration is expected and ideas are valued.
A not-for-profit, mission-driven health system built on progress
and partnerships. A courageous team that is always learning, never
discouraged and forever curious.Headquartered in Roanoke, Va., you
will find a robust system of award winning hospitals, Level 1 and 3
trauma centers, Level 3 NICU, Institute of Orthopedics and
Neurosciences, multi-specialty physician practices, and The
Virginia Tech Carilion School of Medicine and Research
Institute.Carilion is where you can make your own path, make new
discoveries and, most importantly, make a difference. Here, in a
place where the air is clean, people are kind and life is good.
Make your tomorrow with us. Requisition Number: 143713 Employment
Status: Full time Location: Park View Shift: Day Shift Details:
Sunday, Thursday, and Friday from 07:00 am to 07:00 pmRecruiter:
JAMIE S RATLIFF Recruiter Phone: Recruiter Email: For more
information, contact the HR Service Center at .Equal Opportunity
EmployerMinorities/Females/Protected Veterans/Individuals with
Disabilities/Sexual Orientation/Gender IdentityCarilion Clinic is a
drug-free workplace. Please see job descriptionPI239414561
Keywords: Carilion Clinic, Roanoke , Communication Center Coordinator - Ambulance Dispatch - FT, Healthcare , Roanoke, Virginia
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