Enrollment Coordinator

6 days ago

Madison, United States Agrace HospiceCare Full time
Job Details

Job Location
Madison - Madison, WI

Position Type
Full Time

Travel Percentage
Non-Driving

Job Shift
AM

Job Category
Admin - Clerical

Description

Agrace is a nonprofit, community health care organization that is nationally recognized as a leader in the hospice industry. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving.

Agrace has a strong culture of employee engagement. In 2023, Agrace was named the #1 Top Workplace by the Wisconsin State Journal and Energage, and #79 of the top 100 companies in the country among those with an employee base of 500 to 999 workers

Hours8:30a-5:30p Mon-Fri; 1.0 FTE (40 hrs/wk)Weekend RotationEvery 4th weekendHoliday Rotation2 holidays/year

WHO YOU'LL WORK WITH (AND WHAT THEY HAVE TO SAY)

The Enrollment Coordinator works on a collaborative team including Enrollment Representatives and Admissions Nurses.

"My team is phenomenal I have never enjoyed my colleagues this much. My immediate supervisor is clearly committed to me as a person as well as an employee. I feel hopeful that I can co-create a good career here and am excited about future possibilities" - Agrace Admissions Employee

HOW YOU'LL MAKE A DIFFERENCE IN THIS ROLE (ESSENTIAL FUNCTIONS)

The Enrollment Coordinator position is responsible for coordinating referrals for hospice and navigating inquiries for all Agrace programs. Their primary focus is being responsive to referral partners, obtaining necessary information for the processing of referrals, conducting conversations with patients and families, and scheduling visits. The Enrollment Coordinator calls upon additional resources as needed for complex referrals, applies critical thinking and a sense of urgency to all referrals received. The Enrollment Coordinator is also responsible for documenting the referral in the EHR, communicating information to other Agrace teams and healthcare partners with the highest level of customer service.

  • Communicate and coordinate referrals for Agrace Hospice
    • Accept and respond to referral sources. Process referral and clinical information. Create the chart in the electronic health records (EHR.). Retain ownership of referrals throughout their lifecycle.
      • Upload and maintain all documents created or obtained for use in the referral.
      • Create, maintain, and review referrals for completeness and adherence to Agrace standards for documentation across multiple systems.
    • Make and maintain contact with referred patients and families to answer questions about Agrace values, services, benefits, and philosophies.
      • Overcome objections to scheduling visits and/or enrolling in hospice or palliative care and creating a sense of urgency with each referral.
      • Conduct investigation of patient's present condition, symptoms, and diseases; assist families in deciding which program (hospice or supportive care) would be most appropriate.
      • Set appropriate expectations for follow up and handling of the referral going forward, maintaining open communication with patients and families while moving the referral forward.
    • Obtain advance directives to identify legal health care decision maker.
      • Contact clinics, hospitals, facilities and/or family members to obtain advance directives ahead of patient's scheduled visit.
      • Review advance directives for validity; escalate documents appropriately for additional review and investigation as needed.
      • Create Hospice Consent Agent forms when necessary, and work with medical agencies to obtain necessary signature(s).
    • Schedule same or next day enrollment visit with appropriate attendees.
      • Assign visits to appropriate personnel; work closely with coordinator dispatcher to change, optimize and maintain the enrollment calendar.
    • Work with patient's PCP and referring physicians to obtain certification of hospice eligibility as well as verbal agreement to follow patient's care upon admit to hospice.
      • Responsible for obtaining information and identifying issues regarding hospice certification within required regulatory timeframes.
    • Verify potential patients' healthcare benefits.
      • Obtain Medicare and Medicaid records via third party programs and enter information in a timely and accurate manner.
      • Contact outside health agencies to verify patient's participation in certain services and/or programs that may affect patient's ability to admit onto service.
    • Request and maintain repository of patient's records for use in determining hospice eligibility.
    • Appropriately route referrals to the correct group/department upon admit or non-admit of patient.
    • Monitor pending referral work queue to assure timely action on all referrals.
  • Provide internal customer service
    • Document enrollment information and verify its validity.
    • Provide support to Admissions staff.
    • Acting as a resource to troubleshoot/answer questions related to current referrals.
    • Taking calls from admission's staff who are needing immediate assistance with enrollment barriers.
    • Communicate with and provide required documentation and/or information to healthcare facility partners, Health Information Management (HIM) Department and Agrace Homecare teams and/or Agrace Inpatient Unit.
    • Coordinate with Medical Services to schedule pre-admission face to face encounters, and assessments for health care decision-making capacity.
    • Monitor visit schedule for efficient staff coverage.
  • Other duties
    • Provide job-shadow opportunities to incoming staff.
    • Participate in internal work groups, meetings, and committees relative to position responsibilities.
    • Provide informational visits and tours to potential patients and families.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
  • High school diploma or GED or equivalent combination of education and work experience
  • Minimum 1 year Customer Service Experience, Insurance or Healthcare experience preferred.
  • Ability to develop, maintain, and apply knowledge of hospice and end of life process.
  • Ability to maintain professional boundaries with patients, families, and co-workers.
  • Ability to work effectively and cooperatively with others.
  • Ability to multitask and thrive in a demanding environment.
  • Ability to lead conversations and resolve conflicts.
  • Ability to maintain organization in handling multiple open referrals.
  • Competence in culture/ethnicity, gender, race, age, identification, and educational background diversity
  • Proficiency in using Microsoft Windows, Microsoft Office Suite
  • Experience with electronic health records (EHR); Epic preferred
  • Ability to communicate effectively verbally and in writing.
  • Ability to be flexible in time and task to meet organizational needs.
  • Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
  • Ability to use proper body mechanics and standard precautions.


Don't meet these qualifications as written? We would still love to talk about roles at Agrace: Join Here

At Agrace we are strengthened by the diverse experiences, cultures and traditions of our staff, patients, and clients.

Together, we pursue a vision of equity-in which every Agrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve.

We foster a culture of belonging and inclusion that celebrates people's uniqueness and leads to meaningful, empathetic connections.

Agrace HospiceCare is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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