• Effectively processes calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures. • Promptly answers and screens incoming calls, with appropriate escalation as needed. • Ensures timely and accurate VX documentation on all tasks completed in accordance with Telecare documentation standards to ensure data integrity. • Facilitates communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff, and patients and family. • Handles concerns independently within their scope of practice and seeks guidance from the Telecare Nurse or Team Leader as needed in the execution of their tasks. • Takes ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed. • Becomes compliant with all departmental standards; policies and procedures, training and education, workforce management, disaster planning, effectively managing and prioritizing work tasks, attendance, adherence, and quality. • Participates in the education of new hires as needed. QUALIFICATIONS • Two or more years related experience in medical terminology and/or in a call center environment • Ability to attain goals in a fast-paced, dynamic environment • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers • Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service • Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type a preferred 50 WPM • Prior experience in working collaboratively with other functional leaders to drive action plans. • Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously • Ability to communicate tactfully with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions • Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center. • Bilingual in English/Spanish a plus EDUCATION • Completion of high school or basic education equivalency required. Medical or business office education or training preferred. SPECIAL INSTRUCTIONS TO CANDIDATES • EOE/AA M/F/D/V