Aspire Health is the nation’s largest community-based palliative care provider, currently operating in 25 states and 67 cities. 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.
The Care Support Coordinator 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 Coordinators demonstrate compassion for individual needs, attention to detail, and professional collaboration with other associates; all of which are critical for the successful execution of this role.
How you will make an impact:
Working from a list of active patients, make outbound calls to schedule in-home visits and ensure each patient understands how they can benefit from services.
This includes identifying patients’ issues, anticipating future needs, and building the relationship between the patient and Aspire.
Optimize routes for field practitioners to serve patients in a way that balances patient and colleague satisfaction.
Escalate patient needs to the appropriate members of the care team.
Demonstrate high-quality patient service at all times.
Complete ongoing training and coaching programs for further skills and knowledge development.
Work collaboratively with our field-based nurse practitioners and other associates within 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, enrollment) based on business demand.
As tenure, familiarity, and comfort in the role increase, associates within the Care Support team can be afforded new opportunities with additional patient workloads.
Minimum Requirements:
Bachelor’s degree in either a business or health science field or at least 3 years of equivalent experience.
Preferred Skills, Capabilities, and Experiences:
An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor in every interaction.
Remains positive and keeps forward momentum when faced with challenges.
Demonstrates capacity to embrace complex problems and arrive at effective solutions in a timely manner.
Strong oral written and communication skills.
Working knowledge of the healthcare industry is strongly preferred.
Previous experience and success in a telephonic customer service call center.
Strong data entry skills and ability to navigate multiple computer screens.
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.