Purpose
The CCC Performance & Experience Coordinator is responsible for supporting quality, education, competency, and continuous performance improvement across Care Coordination Center operations. The position works collaboratively with the Director, Team Leaders, and frontline teammates to evaluate performance, identify trends and opportunities, develop and deliver education, support onboarding and competency development, and promote consistent adherence to established workflows, quality standards, and customer service expectations. The coordinator serves as a resource to CCC leadership by conducting quality reviews, analyzing operational and service data, identifying coaching and educational opportunities, and helping translate findings into measurable improvements in patient, family, teammate, and referral partner experience.
What You Need to Know about the CCC Performance and Experience Coordinator Role:
Qualifications
• Registered Nurse (BSN preferred) in the state of Ohio without any board actions.
• 3-5 years of management experience in administrative clinical settings preferred
• Competency in Electronic Medical Record compliance and systems as evidenced by the ability to
• maintain and ensure compliance of the EMR software. Competency in other software applications.
• Ability to multi-task
• Action-oriented
• Outcome-driven
• Valid Driver’s license (Safe Driving Record)
• State minimum auto insurance
Key Responsibilities
Quality Monitoring & Auditing
• Routinely review calls, documentation, workflows, and other CCC interactions for quality, accuracy, timeliness, customer service, and adherence to established processes. Identify trends at both individual and department levels.
Education & Competency
• Coordinate orientation and onboarding for new CCC teammates; develop ongoing education; maintain competency expectations; provide refresher training when workflow or performance issues are identified.
Performance Improvement
• Analyze Genesys data, service levels, call handling, abandonment, workflow performance, complaints, patient/family feedback, and other operational measures to identify improvement opportunities.
Call Quality
• Establish a standardized call-quality review process for Triage and Customer Service, including communication skills, accuracy, appropriate routing/escalation, documentation, and RELATE/customer service behaviors.
Process Standardization
• Help develop and maintain CCC procedures, workflows, scripts, reference materials, and training tools so expectations are consistent across regions and shifts.
Coaching Support
• Provide Team Leaders with findings from quality reviews and assist in developing education or coaching plans. Team Leaders would retain responsibility for formal performance management.
Patient & Customer Experience
• Coordinate training for staff to improve patient interactions and satisfaction.
• Collaborate with multi-disciplinary teams to recommend enhancements to patient’s experience within the CCC.
• Analyze patient satisfaction data related to CCC interactions and implement targeted performance improvement initiatives.
New Process Implementation
• Partner with the Director and Team Leaders when new CCC processes are introduced to develop education, assess competency, audit adoption, and determine whether the change is producing the intended result.
Continuous Improvement
• Participate in CCC improvement initiatives and help close the loop from identify issue → educate → measure → provide feedback → remeasure.
Benefits & Perks: your health and happiness matters! We offer:
Ohio’s Hospice is a partnership of mission-driven, not-for-profit hospices in Ohio committed to a shared vision of strengthening and preserving community based hospices. Members of Ohio’s Hospice share the values of:
• Providing a patient atmosphere of hospitality, respect and caring
• Attending to the social, physical, and spiritual needs of each person we are privileged to serve
• Preserving and enhancing patient dignity
• Celebrating the life of each individual we serve
• Reducing unnecessary suffering in the communities we serve
