Intake Coordinator

Benefits:

Paid time off

POSITION DESCRIPTION An Intake Coordinator operating within the framework of the mission, standards and philosophy of hospice: • Supports the Perfect Phone Encounter structure. • Supports the Community Relations Team and the Clinical team in the gathering of data and documentation that will assist in the validation of palliative and hospice eligibility. o If the referral meets eligibility criteria, this role will expedite the patient’s admission process by facilitating a smooth transition from referred to admitted status. • This role verifies that documentation is in order to complete the admission process. • Collaborates and communicates with all members of the community relations team and clinical team. • Demonstrates excellent verbal and written communication skills. • Proficient in the Perfect Phone Encounter and in their ability to engage with patients, families, physicians, referral sources and staff, as communication is the cornerstone of the Intake Coordinator. • The Intake Coordinator participates actively in meeting the goals, standards and objectives of the organization and demonstrates an ongoing commitment to his/her professional growth.

Job Description • Updates referral spreadsheet with current information. • Ensures all admission paperwork has been obtained; creates the initial patient paper chart to include but not limited to: Medicare Benefit Election document, legal documents, completed advance directives, History and Physical documentation, Physician Admission order, Verbal certification of Terminal Illness, Home Coordination of Care, Facility Collaborative Care Plan, facility education document and facility IDT invitation, if applicable. • Retrieves information from records authorized/required for insurance companies including but not limited to: Medicare, Medicaid, and Veterans Administration as directed by managing supervisor. • Retrieves and releases medical records/health information when requested by managing supervisor, in accordance with professional ethics and company policy and procedures. • Acts as a back-up support to the Office Coordinator for incoming agency telephone management using the Perfect Phone Encounter Structure. • Assists with other duties as assigned when not fulfilling primary responsibility, as directed by supervising manager.

Communication and Interpersonal Relationship Skills: • Maintains a friendly, yet professional demeanor when interacting with the patient, caregiver, and family, as well as, with members of the community relations team, clinical team and office support staff. • Respects the professional boundaries of communicating personal information of referrals and staff. • Maintains confidentiality of privileged information and supports the patient’s rights to privacy. • Utilizes effective communication skills both verbal and nonverbal with the referral sources, staff, and patient/family. • Serves as patient/family advocate. • Initiates and documents follow-up to patient/family needs during the referral process. • Utilizes courteous and standardized approaches to phone communication. • Orients new personnel to their role when asked by manager. • Acts as a resource person to other staff members as needed. • Utilizes appropriate supervisory and resource persons for problem-solving and identifying specific team needs.

Hours Worked • Full-time

Education/Experience High school diploma or GED required; associate’s degree preferred

1–2 years of healthcare or hospice administrative experience preferred

Familiarity with medical terminology and insurance processes

Proficient in Microsoft Office and EMR systems (e.g., HCHB, MatrixCare, or similar)

Excellent communication, organizational, and multitasking skills

Compassionate, professional demeanor and strong attention to detail