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Hospice Intake Coordinator

2 months ago


New York, New York, United States BrightSpring Health Services Full time
About the Role

We are seeking a highly skilled and compassionate 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.

Responsibilities
  • Coordinate Patient Intake Process: Establish and maintain positive relationships with customers and referral sources, ensuring timely and efficient intake process.
  • Complete Intake Process: From initial referral contact to hospice admission, ensuring all necessary steps are taken to facilitate a smooth transition.
  • Ensure Seamless Transition: Provide direct oversight of patient education and preparation for home care, plan of care initiation, and coordination of care with multiple service providers.
  • Triage Incoming Referrals: Utilize clinical knowledge to determine necessity of timely initiation of care, including need for same day admissions.
  • Communicate with Patients and Families: Ensure acceptance of services, respond to customer requests and concerns, and coordinate insurance verification and authorization processes.
  • Resolve Complex Customer Service Issues: May be called upon to resolve complex customer service issues or requests from patients, physicians, family members, or referral sources.
  • Document Patient Information: Document pertinent information regarding patient demographics, medical condition, medications and treatments, and service being requested.
  • Consult with Healthcare Professionals: Consult with physicians, nurses, discharge planners, and other healthcare professionals to facilitate a safe and smooth transition to hospice.
  • Anticipate Patient Needs: Use clinical knowledge and knowledge of hospice criteria to anticipate patient needs and/or needs for orders for care.
  • Communicate Hospice Criteria: Effectively communicate hospice criteria to referral sources and serve as a resource for hospice criteria and alternatives to internal and external customers.
  • Ensure Compliance: Ensure compliance with all state and federal referral and intake regulatory requirements.
  • Report Clinical Issues: Report problems of a clinical nature to the Director of Clinical Operations or Clinical Supervisor as appropriate.
  • Establish Positive Relationships: Establish and maintain positive working relationships with current and potential referral sources.
  • Initiate Insurance Authorization: Initiate initial and ongoing insurance authorization.
  • Explain Company Policies: Explain the Company's policies, procedures, and programs to referral sources, patients and families.
  • Follow Up on Requests: Follow through on requests for marketing information.
  • Build Community Perceptions: Build and monitor community and customer perceptions of the Company as a high quality provider of services.
  • Provide Leadership: Provide leadership in strategic planning, including identifying opportunities for additional or improved services to meet unmet customer needs.
  • Maintain Contractual Knowledge: Maintain comprehensive working knowledge of the Company's contractual relationships and ensure that patients are admitted according to contract provisions.
  • Maintain Community Resource Knowledge: Maintain comprehensive working knowledge of community resources and assist referral sources in accessing community resources should services not be provided by the Company.
Qualifications
  • Registered Nurse or Licensed Practical Nurse: Current and unencumbered appropriate state licensure.
  • Healthcare Experience: At least two years of healthcare experience, preferably in hospice operations.
  • Insurance Reimbursement Knowledge: Demonstrates a working knowledge of insurance reimbursement guidelines.