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Face to Face and Intake Specialist

2 months ago

North Little Rock, United States Arkansas Hospice, Inc. Full time
Job DescriptionJob Description

Full-and Part-Time Employee Benefits

Medical, Dental, and Vision Insurance Cancer plan.

401(k) retirement plan with matching Accident plan.

Paid time off (PTO) program Critical life events plan.

Tuition and certification reimbursement Employee Assistance Program (EAP).

Group Term Life Insurance and AD&D Free parking at all locations.

Short term and Long term disability Mileage reimbursement for company travel.

Un-reimbursed medical and dependent care.


POSITION SUMMARY

Approximately 50% of time, the FFIS receives incoming calls for referrals to APC, processes referrals, schedules the initial visits with the nurse practitioners and collaborates with APC staff to get the necessary records and information for the medical record. FFIS will also ensure referral information is entered into the hospice and APC software to allow for tracking of referrals. The other 50% of the job will be allocated to being responsible for maintaining compliance with F2F visit requirements outlined by the Centers for Medicare and Medicaid Services (CMS). The FFIS is responsible for running reports within the clinical software to identify patients requiring F2F visits prior to entering upcoming benefit periods. The scheduler will manage visit schedules of providers making visits in coordination with local Area Managers who will arrange staff in local service areas to facilitate those visits.

QUALIFICATIONS

Education: High school diploma or GED.

Experience: A minimum of one year’s experience in healthcare setting preferred.

Additional Requirements: Valid Arkansas driver’s license, car, and car insurance.

PRIMARY RESPONSIBILITIES

Intake Role

  1. Greets customers on the telephone, answers general information questions, records patient information, and enters all referral calls into the hospice and APC electronic medical record (EMR).
  2. Ensures that APC discharges are updated in the hospice EMR.
  3. Provides information and support to patients, families, and referral sources concerning potential APC patients.
  4. Communicates frequently with referral sources, both internal and external, on status of referral.
  5. Identifies referrals that may be more appropriate for hospice and notify appropriate clinical staff to engage earlier with patient and caregivers.
  6. Follows appropriate referral intake process when taking referrals.
  7. Effectively communicates with patients, families, interdisciplinary team members, and other healthcare providers.
  8. Follows appropriate referral intake process when taking referrals.
  9. When appropriate may coordinate with Access staff in offices to provide initial informational visit.
  10. Ensure that initial visits are made in a timely manner and in coordination with other a provider’s already scheduled visits to minimize drive time.

Face to Face Role

  1. Runs reports in the electronic clinical software management system to identify patients who are approaching an upcoming benefit period start date that would require a F2F visit as outlined by CMS.
  2. Completes the Face-to-Face (F2F) visit planning process for all locations which includes generating reports, auditing and tracking visits.
  3. Communicates with Advanced Practice Registered Nurse and other clinicians on specific visits, as needed.
  4. Creates patient visit schedule for providers completing F2F visits and communicates schedule to providers.
  5. Communicates schedule to local managers and patient care coordinators to arrange for facilitation of those visits when completed via Telehealth.
  6. Serves as the primary contact for any issues that arise regarding completion of the F2F visits such as last-minute scheduling changes or needs.
  7. Communicates with the local managers and patient care coordinators the names and contact information of the providers responsible for coverage during after-hours and weekends should the need for a F2F visit arise.
  8. Informs supervisor in a timely manner of any issues or potential issues that could result in a missed F2F visit.
  9. If an in-person F2F visit is needed, then it is coordinated in conjunction with the nurse practitioners schedule to minimize drive time and not to unnecessarily burden the clinician providing the F2F visit.

General Responsibilities and Roles

  1. Demonstrates familiarity with policies of Arkansas Hospice, Inc. and rules and regulations of state and federal agencies, which aid in determining patients’ appropriateness for hospice care services.
  2. Interacts appropriately with supervisor, patients, family members and all other customers.
  3. Utilizes and models excellent customer service skills at all times; seeks opportunities to assist patients, families and co-workers; demonstrates teamwork and cooperation.
  4. Is productive and uses time and resources efficiently.
  5. Participates in Performance Improvement activities.
  6. Maintains strict confidentiality at all times.
  7. Accepts direction and follows instructions from supervisor.
  8. Adheres to all organizational and departmental policies and procedures.
  9. Continually meets organizational standards for attendance and punctuality; notifies supervisor in a timely manner when employee will be absent or late for work.
  10. Attends all required meetings and in services; seeks opportunities for additional professional development activities as appropriate.
  11. Performs other duties as assigned.

COMPETENCIES, KNOWLEDGE, SKILLS, AND ABILITIES

THIS SECTION DESCRIBES WHAT KNOWLEDGE, SKILLS AND ABILITY AN EMPLOYEE IN THIS POSITION SHOULD CURRENTLY POSSESS. THIS LIST MAY NOT BE COMPLETE FOR ALL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR THIS POSITION.

  1. Knowledge of medical records and medical terminology.
  2. Knowledge and acceptance of hospice philosophy and principles of care.
  3. Skill in organizing and prioritizing workload.
  4. Ability to recognize both positive and negative aspects of death and grief.
  5. Ability to communicate effectively both orally and in writing.
  6. Ability to communicate effectively with co-workers and other customers.
  7. Ability to follow basic safety policies and procedures.
  8. Ability to use good judgment and to maintain confidentiality of information.
  9. Ability to work as a team player.
  10. Ability to demonstrate tact, resourcefulness, patience and dedication.
  11. Ability to accept direction and adhere to policies and procedures.
  12. Ability to work in a fast-paced environment.

Performs the above listed functions while regularly working with confidential and/or proprietary Arkansas Hospice and patient information, including but not limited to patient medical records, current or former employee information, Arkansas Hospice records, and other information that the employee regularly uses to perform job functions.


This position is designated as a safety sensitive position because it requires the regular handling of confidential and/or proprietary Arkansas Hospice and patient information, performing life-threatening procedures, monitoring and/or operating equipment used to perform medical procedures, and/or working with controlled substances and/or medicine. Any lapse of attention could have a significant impact on Arkansas Hospice and/or its patients, and could result in injury, illness, or death. For the safety and health of yourself and others, you must be able to work in a constant state of alertness and concentrate for long periods of time while performing life-threatening procedures, monitoring and/or operating equipment used to perform medical procedures, and/or working with controlled substances and/or medicine.