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Care Navigation Center Specialist
2 months ago
Jacksonville, FL 32257
Under the direction of the CXC Clinical Manager, the Customer Experience Specialist understands medical terminology with critical thinking skills in the processing of referrals into all Community Hospice and Palliative Care programs. He/she will complete the referral process from telephonic initiated referrals and complete the entire process for non-telephonic referrals which includes but is not limited to: following up on referrals, scheduling assessment visits and personnel; provides information to referral sources and potential patients and their families; conducts routine follow up with patients and referral sources to ensure a seamless admission to services when appropriate.
Primary Responsibilities:
1. Demonstrates a positive can do attitude at all times.
2. Provides customer support by phone, fax, or email, to internal and external customers.
3. Serves as primary contact for inbound/outbound customer service.
4. Provides backup support for incoming calls from all lines of business for Community Hospice and Palliative Care.
5. Appropriately documents phone calls, faxes, portals, and e-mails.
6. Facilitates referrals with a high level of customer service and maximizing productivity.
7. Responds to various types of Hospice service inquiries including: Referrals, Community Hospice Services and follows up with potential patients in a polite and courteous manner.
8. Coordinates the initiation of Hospice services with peers in the Admissions Team, as well as Physicians, Community Agencies, Assisted Living Facilities, Long Term Care Facilities and hospitals, in addition to patients/families/caregivers.
9. Provides excellent customer service and maintains an amicable and professional working relationship with Community Hospice's referral sources and partners.
10. Approaches every hospice referral with the goal of setting an assessment appointment on the same day; schedules assessment visits in a timely and cost effective manner.
11. Inputs data into the Electronic Medical Record (EMR) and relays available referral information to appropriate personnel.
12. Takes ownership of work on all referrals and follows up on pending referrals to ensure speed to care.
13. Manages workload through use of scheduler.
14. Provides Explanation of Services to patients and families either over the phone or face to face.
15. Processes referrals with accuracy and in a timely manner.
16. Appropriately seeks out a licensed Nurse to take physician certifications for Community Hospice Services.
17. Seeks direction from a licensed Nurse when handling complex patient cases that require nursing knowledge of hospice eligibility, including, but not limited to, patients transferring to Community Hospice from out of our service area.
18. Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
19. Adheres to the Confidentiality and Non-Competition Agreement signed upon employment and change of status at Community Hospice.
20. Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handle time.
21. May provide guidance and/or mentoring to less experienced Compassionate Care Coordinators.
22. Ability to work overtime as needed.
23. Performs all other duties as assigned.
**Level II ACHA (Agency for Healthcare Administration) Background Screening
Education/Experience:
- Minimum requirement of a high school diploma; Medical degree certificate, example CNA, Medical Coding, etc...or AA degree or higher preferred.
- 5+ years customer service experience
- 5+ years in a call center environment
- Experience in a health care environment
- Intermediate computer skills, intermediate typing and data entry
- Excellent written and verbal communication skills
- Excellent time management and organizational skills
- Demonstrates effective people skills and sensitivities when dealing with others
We are an equal opportunity employer.
We do not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, pregnancy, genetic information, gender, sexual orientation, veteran status, or any other status protected under federal, state, or local law.
