Coordinator, Referral & Communications PACE (Information Technology)

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Time Type:

Full time

Department:

PACE Referral & Communication

All Locations:

300 Ocean Avenue – Revere

Position Summary:

The PACE Referral and Communications Coordinator, under the direction of the PACE Referral and Communications Manager, will be responsible for providing the highest level of customer service to all callers to the PACE program while efficiently processing all calls and referrals appropriately. The PACE Referrals and Communications Coordinator will do whatever possible to meet the needs of the caller in one transaction to avoid any caller being transferred multiple times. The PACE Referral and Communications Coordinator is responsible for scheduling all external and internal appointments in collaboration with the participant/caregiver, taking participant preferences into account. The Coordinator will schedule all Transportation related to appointments. The Coordinator will follow all workflows regarding proper channeling of calls and referral processing. They will complete telephone encounters where appropriate per telephone triage workflows. The PACE Referral and Communications Coordinator will display excellent written and verbal communications skills, problem solving and critical thinking skills, and be adept at multi-tasking. The PACE Referral and Communications Coordinator will collaborate with the Center Secretaries and Transportation Schedulers to ensure good coordination between the PACE Centers, IDTs, and Transportation staff for maximum efficient use of resources.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maximize efficiency of transportation by coordinating appointments to same locations with participants across PACE centers.
• Facilitates external appointments utilizing phone, TripMaster, Epic.
• Efficiently manages referral work queues in Epic for all external appointments.
• Utilizing appointment reports, schedules all transportation for PACE Center external appointments.
• Establish and maintain professional collaborative relationships with internal and external customers.
• Coordinates transportation in an efficient manner: Enters all data in TripMaster,
• Processes all cancellations and changes of all appointments.
• Cancel appointments at participant/caregiver request and notify appropriate department.
• Complete telephone encounters and route to appropriate department per workflows.
• Route med refill calls to refill lines when participant will accept; otherwise handle per alternate workflow.
• Determine emergent nature of any calls that would require warm transfer to secretary at center, following set guidelines.
• Appropriately refer callers to other departments if not PACE related.
• EDUCATION:
• HS Diploma/GED required; Associates degree preferred.
• Fluency in Spanish required.

EXPERIENCE:

• Minimum two years of experience in a customer service setting required; Healthcare setting preferred.
• Computer skills: Windows, Outlook, and experience with EMR preferred.
• Able to work effectively with the Interdisciplinary Team.
• Excellent critical thinking skills with the ability to prioritize and problem solve independently.
• Ability to work well in a fast-paced, multi-functional environment.

SKILLS/ABILITIES:

• Strong computer skills
• Good communication skills
• Ability to work independently
• Strong critical thinking skills.