JOB SUMMARY

This position is responsible for managing all aspects of 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 role is also responsible for managing all aspects of the staffing process and completion of workflow in Home Care Home Base to support operations of the Home Health or Hospice Agency. 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

• Directs all daily patient referral and intake operations including providing direct oversight of the establishment and implementation of intake policies.
• Ensures compliance with all state, federal, and Joint Commission referral/intake regulatory requirements.
• Directs the implementation of improved work methods and procedures to ensure patients are admitted in accordance with policy.
• Establishes and maintains positive working relationships with current and potential
  referral sources.
• 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.
• Negotiates service pricing with insurance Case Managers and other payers within established financial and credit parameters.
• Assists the Executive Director/Administrator in the preparation of an annual budget for the intake department and monitors allocation of resources according to budgetary limitations.
• Builds and monitors community and customer perceptions of Symbii Home Health and Hospice as a high quality provider of services.
• Gathers, collates, and reports referral statistics including key customer referral trends.
• Maintains comprehensive working knowledge of Hospice Home Health and Hospice contractual relationships and ensures that patients are admitted according to contract provisions.
• Maintains comprehensive working knowledge of community resources and assists referral sources in accessing community resources should services not be provided by Symbii Home Health & Hospice.
• Serves as the primary and secondary responder to all inbound phone calls.
• Responsible for maintaining information involving current staffs and contract staffs demographic information, skill sets, availability and productivity levels.
• Assists the Intake department by supplying staffing solutions to new patient referrals.
• 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.
• 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.
• Demonstrates commitment, professional growth and competency.
• Provides insight to identify needs for additional staff.     
• 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.
• Ensures compliance with all state, federal & Medicare regulatory requirements.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by the employee of this job.  The employee may be requested to perform job-related tasks other than those stated in this description.

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.
• Demonstrates good communication, negotiation, and public relations skills.
• Demonstrates autonomy, assertiveness, flexibility and cooperation in performing job responsibilities.
• 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.
• 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