About the position

Work where every moment matters. Every day, over 40,000 Hartford HealthCare Colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network as a Customer Service Coordinator. Hartford HealthCare at Home, the largest provider of homecare services in Connecticut, has been fulfilling our mission for more than 115 years. Our Person-Centered Care Model allows our colleagues to learn and grow within our organization, all while providing integrated support to the patient. As part of Hartford HealthCare, we leverage cutting edge technology to provide quality care in our client’s home. Most importantly, our colleagues are appreciated for the real differences they make in both the lives of their clients and their clients’ families. · With a goal of achieving excellence in every patient and customer experience, the Intake Customer Service Coordinator ’s role core purpose is to provide timely and effective response and initiation of homecare referrals, ensuring accuracy and completion of the pre admission protocols, identifying, triaging and facilitating calls and inquiries are routed appropriately to other HHC entities and service lines as instructed, collaborating with transitional care and clinical colleagues throughout the agency in supporting identification and alignment of appropriate level of care, services and programs. Engagement in Customer Service, Call studies and department analytics as requested · To become educated on levels of care and service across the healthcare system, care navigating as required in facilitating timely coordination of certified or hospice care and services for patients moving from one level of care to another to ensure safe and effective patient transition across the post-acute care continuum. Serves as a bridge between the healthcare team and the patient and/or caregivers. · Effective communication skills, Self-directed, with a spirit of team support and success, curiosity and ownership, flexibility and a consistent demonstration of H3W Leadership behavior and modeling. · Efficiency and accuracy in completing work as assigned. · Adherence to regulatory and agency policies and procedures.

Responsibilities

• provide timely and effective response and initiation of homecare referrals
• ensuring accuracy and completion of the pre admission protocols
• identifying, triaging and facilitating calls and inquiries are routed appropriately to other HHC entities and service lines as instructed
• collaborating with transitional care and clinical colleagues throughout the agency in supporting identification and alignment of appropriate level of care, services and programs
• Engagement in Customer Service, Call studies and department analytics as requested
• care navigating as required in facilitating timely coordination of certified or hospice care and services for patients moving from one level of care to another to ensure safe and effective patient transition across the post-acute care continuum
• Serves as a bridge between the healthcare team and the patient and/or caregivers
• completing work as assigned
• Adherence to regulatory and agency policies and procedures

Requirements

• High School Diploma
• Minimum of 1 year recent homecare, healthcare and/or call center experience preferred
• Positive outlook
• Effective communicator
• Computer literacy including Microsoft Office and Excel
• efficient multi tasker
• experience and interest in problem resolution and process improvement
• Effective communication skills
• Self-directed
• flexibility and a consistent demonstration of H3W Leadership behavior and modeling
• Efficiency and accuracy

Nice-to-haves

• Associates Degree preferred
• A creative thinker that excels in team environment.