Intake/Scheduling Coordinator for Hospice

Pay Range: $20.00 to $24.00 plus incentive

JOB SUMMARY

The Intake/Scheduling Coordinator is responsible for managing all aspects of staffing and completion of workflow in Home Care Home Base to support operations of the Home Health Agency.  For Intake, manages the patient intake process including communicating directly with patients and families, data entry, establishing and maintaining positive relationships with customers and referral sources, responding to customer requests and concerns, facilitating a daily intake stand up meeting, and managing the insurance verification and authorization processes. This position also requires establishing and maintaining positive relationships with all related entities (internal staff, clinical field employees, contract staff, patients/families, referral sources, etc), responding to staff requests/concerns and maintaining information to assist in the coordination of patient services and staff availability.

DUTIES & RESPONSIBILITIES

• Serves as the primary and secondary responder to all inbound phone calls.
• Directs all daily patient referral and intake operations including providing direct oversight of the establishment and implementation of intake policies.
• Responsible for maintaining information involving current staff and contract staffs’ demographic information, skill sets, availability and productivity levels.
• Directs the implementation of improved work methods and procedures to ensure patients are admitted in accordance with policy.
• Assists the Intake department by supplying staffing solutions to new patient referrals.
• Establishes and maintains positive working relationships with current and potential referral sources.
• Accurately completes all workflow associated with staff requests for scheduling changes, caseload reassignments, recertification of services, new referral scheduling, missed visit, visit time exceptions, visit time change requests and all associated workflow as assigned and delegated by the Director of Nursing.
• Ensures seamless transition of patients to home care by providing direct oversight of patient education and preparation for home care, plan of care initiation, and coordination of care with multiple service providers.
• Ensures maximum third party reimbursement through direct oversight of insurance verification and authorization processes.
• Supports clinical leadership by maintaining the proper daily workflow of tasks.
• Communicates effectively, professionally, and thoroughly with staff regarding coordination of care expectations, educates and enforces deadlines, and establishes and maintains positive working relationships with current staff and contract staff.
• Builds and monitors community and customer perceptions of the agency as a high quality provider of services.
• Provides insight to identify needs for additional staff.
• Maintains comprehensive working knowledge of the agency contractual relationships and ensures that patients are admitted according to contract provisions.
• Maintains comprehensive working knowledge of contractual staff relationships.
• May be required to provide on call services on the week nights and weekends
• Serves as an administrative support resource for all clinical and marketing staff.
• Maintains comprehensive working knowledge of community resources and assists referral sources in accessing community resources should services not be provided by the agency.

JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)

• The Intake Coordinator must have healthcare experience, preferably in referrals/intake in a home health or hospice environment.
• A nursing background is preferred but not required.
• Home Care Home Base experience highly preferred
• Minimum education requirement: High School Diploma or equivalent
• Demonstrates strong written and oral communication skills in person, over the phone (verbal and text) and over email.
• Establishes productive organizational skills and habits.
• Provides excellent customer service skills.
• Strong team skills.
• Demonstrates autonomy, organization, assertiveness, flexibility and cooperation in performing job responsibilities.
• Technical aptitude to know, learn and master the agency’s software.
• Ability to multi-task in a fast-paced office environment.
• Promote and demonstrate company core values and mission.