Returning Candidate?

Care Support Coordinator

Care Support Coordinator

Job Locations 
US-TN-Nashville
Category 
Care Center

More information about this job

Overview

Aspire_Health

 

Aspire Health is the nation’s leading non-hospice community-based palliative care provider. Aspire specializes in providing an extra layer of support to patients facing a serious illness through an ambitious palliative care program focused on caring for patients in their homes and outpatient clinics. Aspire’s clinicians are experts in providing patients with relief from the symptoms, pain, and stress of a serious illness; helping patients and caregivers navigate the healthcare system; guiding patients and caregivers through difficult and complex treatment choices; and providing emotional and spiritual support to patients and their families. Our core values are Clinical Excellence, Compassion, Teamwork, and Going the Extra Mile!

 

The Care Support Specialist serves as a catalyst for helping Aspire achieve its mission “to develop the nation’s leading network of specialized physician practices that provides the highest quality medical, emotional, and spiritual support to patients and families facing a serious illness”.  Our Care Support Specialists work directly with enrolled program participants to confirm appointment times, educate, and gather information from patients, and work to optimize route scheduling for our field based clinical colleagues.  Demonstrating compassion for individual needs, attention to detail, and collaborating with other colleagues are critical for successful execution of this role.

Responsibilities

Working from a list of scheduled patients, you’ll be making outbound calls, educating them on the impactful palliative care programs and services Aspire provides, and confirming in-home visits.

This includes identifying patients’ issues, anticipating future needs, providing additional information, and building the relationship between the patient and Aspire.

 

Optimize the routes of our field practitioners to service patients that will seek to balance patient and colleague satisfaction.  Address escalations of in-bound calls from existing or prospective patients and taking ownership to resolve any issues.  Demonstrate a high level of patient service behavior at all time.  Complete ongoing training and coaching programs for further skills development.  Work collaboratively with our field based nurse practitioners and other team members inside of the Patient Care Center.  Accurately and concisely document patient feedback and special needs during each call in our computer systems, enabling our market-based clinicians to provide excellent care during each appointment.  May be requested to support and perform other call types (inbound, engagement) based on business demand.  As a tenure, familiarity, and comfort in the role increases team members within the Care Support team can be afforded new opportunities with the follow patient workloads:

 

Total Supported Patients

Care Support Coordinator

200

 

Qualifications

A successful candidate will have a high school diploma (required).   Bachelor’s degree in either a business or health science field or at least 1-2 years of comparable work experience.   An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor with each interaction.  Previous experience and success in a telephonic customer service call-center handling inbound and outbound call types.  Remains positive and keeps forward momentum when faced with challenges and conveys that attitude to the team and to colleagues.  Strong oral and written and communication skills with the demonstrated ability to ensure that each of your interactions is effective and meaningful.  Working knowledge of the healthcare industry (strongly preferred).  Strong data-entry skills and proven ability to navigate multiple computer screens.  Demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner.  Enjoys working in a team based environment with active collaboration with remote colleagues to maximize success.  Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion.