Retention Coordinator (all languages needed) (Human Resources)

JOB DESCRIPTION:
1. Operational Understanding: Possess a comprehensive understanding of the day-to-day
operations of the Retention, Coordination, and Intake Departments.
2. Problem-Solving: Use problem-solving skills to define issues, collect data, establish facts, act,
and facilitate their resolution.
3. Computer Proficiency: Exhibit the ability to perform various computer functions and assist
with communication between departments and overall office operations.
4. Team Collaboration: Foster a teamwork environment, actively promoting collaboration among
team members.
5. Punctuality: Demonstrate punctuality and readiness to work at the assigned start time.
6. Efficiency: Maintain efficient methods to ensure that daily responsibilities are carried out
routinely.
7. Major Incident Reporting: Report major incidents to the Director of Intake and Director of
Operations promptly.
8. Fill-In Support: Be ready to fill in for colleagues in the Intake Department when necessary.
9. Telephone Etiquette: Answer phones professionally and in a timely manner.
10. Patient Satisfaction: Monitor patient satisfaction and promptly inform the appropriate
departments of any patient complaints.
11. Information Accuracy: Ensure the Coordination Department receives accurate information
when entering new cases.
12. Privacy and Compliance: Respect patient and employee rights and privacy, maintain the
security of protected information, practice ethically, and adhere to the agencys compliance
program and privacy policies.
13. Additional Tasks: Complete any other tasks assigned by the Director of Intake and Director of
Operations.

RESPONSIBILITIES:
1. Introduce Platinum HHC to all new patients and mail out welcome packets when necessary.
2. Follow up with patients on the first day of services to ensure a smooth transition.
3. Build and maintain trusting relationships with patients through open and interactive
communication.
4. Follow communication procedures and guidelines effectively, ensuring patient satisfaction.
5. Greet patients warmly and ascertain the reasons for their calls, providing accurate and complete
information.
6. Address complaints, provide solutions and alternatives, and ensure timely resolution. Follow
up to confirm resolution.
7. Resolve patient complaints via phone, email, mail, or social media, and ensure that all
complaints are communicated to the relevant departments.
8. Use telephones to reach out to patients and maintain strong patient relationships.
9. Identify and assess patient needs to achieve satisfaction, recommending potential products or
services when appropriate.
10. Keep accurate records of patient interactions and maintain spreadsheets.
11. Collaborate with the Coordination Department to handle patient discharges and follow up on
resolutions.
12. Prepare reports by collecting and analyzing patient information, helping to improve services
and patient satisfaction.