PRIMARY JOB DUTIES

Enters referrals as they are called or arrive in the office. Collaborates with intake RNs / LPNs for disposition of referrals.

Appropriately communicates information according to department policies and procedures.  Answers phones as necessary to maintain customer service standards.

Organizes and performs work effectively and efficiently.

Maintains and adjusts schedule to enhance department performance.

Maintains and promotes customer loyalty.

Effectively demonstrates the mission, vision, and values of the agency on a daily basis.

1.0       40%    QUALITY OF WORK:

1.1       20%    Processes referrals as they are called or arrive in the office.  Collaborates with intake RNs for disposition of referrals as evidenced by:

• Reviews incoming referrals and accurately creates electronic file in HCHB within established time frames.
• Coordinates with liaisons, intake staff and referral sources when missing or incomplete information is received.
• Keys large volume of highly complex statistical data into the computer with speed and accuracy. 
• Monitors all pending weekend and holiday admission/readmission referrals to determine if packet is complete and episode is started.

1.2       20%   Appropriately communicates information according to agency policies and procedures as evidenced by:

• Takes phone calls from the referral source or patient/family when the primary nurse is not available.
• Communicates information about anticipated discharges to the appropriate agency personnel in a timely manner, including the anticipated date of discharge and services needed post discharge.
• Facilitates clarification of information from physicians and/or referral sources.

• Communicates ideas for improving the referral process to the Intake Manager and follows up as appropriate.  Reports unresolved problems in a timely manner.

2.0     40%    PRODUCTIVITY/USE OF TIME:

2.1     30%    Organizes and performs work effectively and efficiently as evidenced by:

• Daily maintenance of Forcura documenting on all pending referrals.
• Referrals are processed into an EMR.
• Maintains zero complaints from the community on timeliness of answering phones for the intake team.

2.2     10%    Maintains and adjusts schedule to enhance team performance as evidenced by:

• Reporting to work on time and returning promptly from errands, breaks, and meals.
• Managing personal work schedule and time off to promote smooth agency operations.
• Assisting other team members to ensure completion of all work assignments. 
• Demonstrating flexibility with changing workload/assignments.
• Does not exceed accrued PTO or qualified leave of absence(s).

3.0     20%    TEAM WORK, MISSION, VISION, VALUES:

3.1     20%    Demonstrates positive interpersonal relations in dealing with all members of the team (i.e. co-workers, supervisors, physicians, etc.) as evidenced by:

• Responding to all customers in a courteous, sensitive and respectful manner.
• Maintains confidentiality in all professional areas and considers the needs of clients and their families, other employees, physicians, visitors, and all members of the community in an informative, courteous and compassionate manner.  Complies with the Well Care HIPAA Policies and Procedures.
• Managing stress and personal feelings without a negative impact on the team.
• Completing the review period without any formal disciplinary action.
• Presenting a clean and neat appearance in personal attire and one’s work area.

JOB SPECIFICATIONS

Education:  High School Diploma or equivalent.  Secondary education preferred.

Licensure / Certification: Not required.

Experience:  At least two years computer experience, preferably in the field of healthcare.  Prior experience in customer service/physician relations preferred. Experience with medical insurance verification required.

Essential Technical Skills: Must be able to write, use the telephone, read and speak clearly.  Computer literate and demonstrated experience with Microsoft Office.

Interpersonal Skills:  Must possess excellent communications skills.  Ability to develop and maintain working relationships with patients, staff and public.  Effective listening skills.

Essential Physical Requirements:  Ability to sit/stand for extended periods of time.  Must be able to stoop, bend, sit, and ability to operate office equipment.

Essential Mental Requirements:  Ability to deal effectively in stressful situations.  Ability to organize and prioritize, learn new skills and techniques.  Able to learn and use supportive services.

Essential sensory requirements:  Visual acuity, touch, hearing and speaking.

Other – Hours of Work: PRN position.  Office hours are 8:00 – 6:00 pm., Monday through Sunday.  Schedule and hours may vary due to assigned schedule at the time of hire.  Occasional need for flexible hours to accommodate department needs.