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Hospice Intake Coordinator
2 months ago
About the Role
We are seeking a skilled Hospice Intake Coordinator to join our team at BrightSpring Health Services. As a key member of our organization, you will play a vital role in supporting patients and their families by ensuring a seamless transition of the patient intake process from initial referral contact to admission.
Key Responsibilities
- Coordinate all aspects of the patient intake process, including establishing and maintaining positive relationships with customers and referral sources.
- Complete the intake process from initial referral contact to hospice admission, ensuring a smooth transition of patients to hospice care.
- Provide direct oversight of patient education and preparation for home care, plan of care initiation, and coordination of care with multiple service providers.
- Utilize clinical knowledge to triage incoming referrals and determine the necessity of timely initiation of care, including same-day admissions.
- Communicate directly with patients and families to ensure acceptance of services, respond to customer requests and concerns, and coordinate insurance verification and authorization processes.
- May be called upon to resolve complex customer service issues or requests from patients, physicians, family members, or referral sources.
- Document pertinent information regarding the patient's demographics, medical condition, medications, and treatments, and service being requested.
- Consult with physicians, nurses, discharge planners, and other healthcare professionals to facilitate a safe and smooth transition to hospice care.
- Use clinical knowledge and knowledge of hospice criteria to anticipate patient needs and/or needs for orders for care.
- Effectively communicate hospice criteria to referral sources and serve as a resource for hospice criteria and alternatives to internal and external customers.
- Ensure face-to-face interactions are arranged as needed.
- Ensure compliance with all state and federal referral and intake regulatory requirements.
- Report problems of a clinical nature to the Director of Clinical Operations or Clinical Supervisor as appropriate.
- Establish and maintain positive working relationships with current and potential referral sources.
- Initiate initial and ongoing insurance authorization.
- Explain the Company's policies, procedures, and programs to referral sources, patients, and families.
- Follow through on requests for marketing information.
- Build and monitor community and customer perceptions of the Company as a high-quality provider of services.
- Provide leadership in strategic planning, including identifying opportunities for additional or improved services to meet unmet customer needs.
- Maintain comprehensive working knowledge of the Company's contractual relationships and ensure that patients are admitted according to contract provisions.
- Maintain comprehensive working knowledge of community resources and assist referral sources in accessing community resources should services not be provided by the Company.
Requirements
- Registered Nurse or Licensed Practical Nurse, with current and unencumbered appropriate state licensure.
- At least two years of healthcare experience, preferably in hospice operations.
- Demonstrates a working knowledge of insurance reimbursement guidelines.
