What are the responsibilities and job description for the Intake Coordinator position at SHARON S RICHARDSON HOSPICE?

Job Description

TITLE : Intake Coordinator

REPORTS TO : Intake RN Manager

DEPARTMENT : Growth, Strategy & Development

Position Summary : The Intake Coordinator is a customer service professional who facilitates the conversion of referrals to admissions through the completion of the intake process. The Intake Coordinator is responsible for assuring that Sharon S. Richardson Community Hospice & Richardson Palliative Care is effectively represented to patients, families, and others who have an interest in hospice or palliative care and to coordinate the availability of necessary services in a timely manner. This position works with the consult / referral team and other referral sources to promote the hospice & palliative philosophy of care.

Essential Functions :

Coordinates and provides information to all inquiries regarding hospice & palliative services and processes new referrals.
Completely and accurately completes all intake / referral tracking forms.
Requests pertinent information from referral sources including but not limited to permission to obtain medical records and obtaining medical records to ensure continuity of care.
Participates in coordination of care with the admissions and interdisciplinary teams, to include education to patients, families and referral sources regarding all hospice & palliative care services.
Builds relationships with all referral sources by providing excellent customer service in all interactions.
Supports the Intake RN Manager to ensure that all referrals received are reviewed and processed for Medical Director determination.
Gathers initial payor source information and collaborates with the Finance Department to confirm benefits, including prior authorization and follow-up as needed.
Utilizes 3rd party electronic medical records to access and input patient referral and intake information.
Finalizes and hands off the internal medical record including processing of consents for accuracy.
Promotes teamwork by sharing essential patient information with appropriate members of the care team to coordinate care.
Ensures the Admissions Department is available to customers during normal business hours.
Provides timely and appropriate response to internal and external customer needs.
Offers suggestions to improve policies, procedures, and services in an appropriate manner and time.
Demonstrates knowledge and support of agency’s safety policies.
Demonstrates understanding of, and acts in accordance with, HIPAA Privacy Standards, Corporate Compliance, Code of Conduct, and related agency policies.
Demonstrates ability to use various computer software programs.

Personal Qualifications

Proven ability to communicate accurately and effectively in verbal and written interactions to ensure exceptional customer service (i.e. phone, email, & secure messaging communications).

Ability to stay calm and effective during times of stress, such as when interacting with confused or distressed callers, during emergency situations, during busy times, etc.

Ability to evaluate a situation quickly to establish priorities appropriately.

Ability to be flexible and reliable considering the evolving needs of those we serve and the organization.

Ability to work well in settings presenting diverse physical conditions and sociocultural environments.

Excellent time management and organizational skills to manage multiple tasks.

Ability to work independently, while collaborating with other team members.

Education / Experience

Current MA License or equivalent experience preferred.

Must have prior experience in healthcare intake / admissions and / or insurance pre-authorization.

Must have a minimum of 1 year of health care experience; home health or hospice preferred.

Excellent computer skills & working knowledge of Microsoft Word & Excel. EMR documentation familiarity preferred.

Must understand the issues related to the delivery of home and inpatient hospice services and be able to solve problems effectively.

Working Conditions

Physical Requirements : Frequent ambulation; bending, lifting, twisting, pushing, and pulling. Climb up and down stairs; able to sit for extended periods of time; manual dexterity to operate computer and other office equipment.

Mental Requirements : Read, speak, write, and understand English; cognitive ability to add, subtract, multiply, divide and ability to work independently with indirect supervision.

Working / Environmental Conditions : Fast-paced changing environment, with multiple directives from several disciplines.

Machines, Equipment, Tools Used : Telephone, Computer, Printer, Fax, Scanner, Laminator, Automobile

Exposures : Reasonably anticipated exposure to hazardous equipment, assorted chemicals, gases / vapors and other pollutants as in a normal office environment. Possible exposure to patient pets.

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