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 Inbound Coordinator – Level I is a position that is focused on answering Aspire’s inbound calls and working directly with prospective and current patients addressing a variety of inquiries. The Inbound Coordinator – Level I has an ability to react very quickly and be nimble in providing responses and meeting the needs of the patient and our internal team members in a timely, calm, and professional manner.
Primarily, you’ll be enabling outstanding customer service and support to our patients, clinicians, physicians, and health plans through answering inbound calls. Significant functions involve answering inbound calls from existing or prospective patients and working to ensure the efficient scheduling of initial or secondary appointments Properly understanding the inquiry and transfer the call to the appropriate function if not able to resolve the issue initially. Expedite emergency clinical calls as needed. Process schedule or appointment changes. Demonstrating compassion for individual needs, attention to detail, and collaborating with other colleagues are critical for successful execution of this role. Demonstrate a high level of patient service behavior at all time while participating in the coaching quality monitoring processes. Complete ongoing training and coaching programs for further skills development. Work collaboratively with other corporate and field based colleague to ensure patients receive exceptional service.
A successful candidate will have high school diploma (required), or bachelor’s degree in either a business or health science field or at least 1-2 years of comparable work experience. Previous experience and success in a telephonic customer service call-center. An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor with each interaction. 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 is strongly preferred. Strong data-entry skills and proven ability to navigate multiple computer screens. Thrives on 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.