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Discharge Call Coordinator

UMC Health System

Lubbock, TX
Job Code:
  • Customer Service
UMC Health System
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Job Details

Title: Discharge Call Coordinator
JobID: 7124
About UMC:
UMC is the leader in comprehensive healthcare delivery in West Texas and Eastern New Mexico. UMC is home to the region’s only Level I Trauma Center, the Timothy J. Harnar Regional Burn Center, the Southwest Cancer Center, Heart Center, Pediatric Level II Trauma Center, and the UMC Children’s Hospitals by delivery of state-of-the-art sophisticated patient care. UMC has a strong and enduring partnership with Texas Tech University which helps assist UMC’s mission and supports Tech’s academic pursuit of education and research.  UMC is accredited annually thorough Det Norsek Veritas (DNV), a national integrated accreditation for health care organizations. UMC Health System employs 3,890 individuals on our team.  The system has been honored among the Best Places to Work in Texas and is proud of their high patient and employee satisfaction.  We hope you will choose UMC Health System, where “Service is Our Passion”!

UMC’s Mission, Vision and Standards Include:
Vision Statement:
To Serve Our Patients in the Best Teaching Hospital in the Country
Mission Statement: Service is our passion. We serve by providing safe, high quality care to all, achieving excellent financial performance, and training tomorrow’s healthcare professionals.
Standards of Excellence:
Attitude, Communication, Responsiveness, Compassion, Teamwork, Ownership, Safety and Respect

General Job/ Performance Information:
Education and Experience:

An Undergraduate degree in education, business, or any related field focused on meeting the service needs of others is preferred but not required. Knowledge of inner workings of the UMC policies, and key personnel is preferred but not required. A background in Customer Service is preferred but not required.

Environmental / Working Conditions:
The position is subject to inside environmental conditions. Protection from weather conditions is present; however temperature change inside the building may occur. This position also travels frequently to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions.

Job Description:
This position is responsible for strengthening our culture of service, specifically by assisting the Director with developing strategies and education to all levels of the organization to equip leaders with the skills and resources that exceed customer expectations in a financially responsible manner. When services fail to exceed expectations, this position acts as an advocate for patients and their families to facilitate improved communication efficiency and customer satisfaction.
Assists by assessing, planning, implementing, and evaluating the Discharge Call Program. Ensure the call program operates efficiently within the means of the budget. Provides insight and support to internal/external customers and adheres to the service standards of UMC.

Required Licensures / Certifications / Registrations:

Physical Capabilities:
Employees should be emotionally and physically fit. The work of this position is balanced between sitting, standing, walking, lifting and carrying. This position requires the ability to hear and speak with others, verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital. A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers.

Skills and Abilities:
This position must have knowledge of service excellence / customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development.
Must have excellent oral, written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. This position must be able to effectively document / communicate procedural steps taken to resolve issues / concerns.
This position must have excellent priority management skills and the ability to consistently meet organizational / department deadlines and objectives. Employees must be persons of influence while being able to pursue positive change, i.e. must be able to inspire change across multiple disciples.

1. Perform follow-up phone calls for all inpatient discharged customers. Calls are to be performed within 48 hours of discharge, with the exception of weekends and holidays.
2. Processes, responds, and distributes all incoming calls from UMC discharged patients. Works with UMC departments to facilitate appropriate investigation and follow-up, based on callers request.
4.  Collects, analyzes, and interprets patient experience results (i.e. Discharge Phone Call Data) to assess efficacy of the Patient Experience Strategy. Logs and maintains records of all calls, outcomes, and comments.
5.  Provides reports, consultation, and support to managers and departments on the creation and implementation of their patient experience action plans, based on Discharge Phone Call data.
6. Supports internal department functions by performing assigned tasks from various Patient Experience initiatives (i.e. UMC Way Audits, Patient Experience Hotline calls, Advance Directive Follow-up, etc.)
7.  Proper utilization of RL Solutions software to facilitate proper follow-up from Patient Advocates.  

Job Type: Full time
Category: Support Services/Clerical
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