Care Coordination Specialist

Corporate · Referral Intake CTR (svs)

Ann Arbor, MI

Administrative Clerical

Full Time, Days

Req # 5801

Job Summary: The Care Coordination Specialist serves as an expert in operational processes for all incoming referrals and all scheduling services. Their communication must be courteous, professional, and knowledgeable of all the specifics of hospice care as well as the broader scope of the organization in its entirety.

Essential Functions:

• Follows up and interacts with patients/families/caregivers and employees in a courteous and professional manner.
• Works with the Admissions department to identify field staff to facilitate patient admissions and/or enrollment or informational visit.
• Accurately documents all telephone calls in computer-based system in a timely manner.
• Exercises a high level of critical thinking/decision-making to maximize the use of organizational resources, providing assistance, as needed, to support Referral Intake Specialists and Field Staff Schedulers in completing work that may be time sensitive or challenging due to outside factors.
• Reviews and analyzes patient files, various reports, and incoming paperwork associated with the intake of a new patient; copies, faxes, and/or emails various documents as needed that support the efficient day-to-day operations of the referral/intake and scheduling process.
• Monitors assigned queues and assigns work as needed.
• Completes audits related to referral and schedule entry.
• Responsible for accurate data entry of referrals, and detailed, specific coordination with numerous internal departments and outside agencies, that directly affects the delivery of care to patients and families.
• Collaborates and communicates with Operations Managers and field staff to ensure that visit compliance is met, staffing schedules are accurate, and admissions are coordinated appropriately.
• Monitors visit frequency compliance.
• Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
• Works collaboratively and actively participates in team functions, meetings, internal/external education, quality assurance processes/initiatives, training, and in-services to promote personal and professional growth.
• Proactively responds to calls from staff, taking appropriate action to resolve the situation for a positive outcome.
• Adheres to organizational Code of Conduct, policies, procedures, protocols and processes and all regulatory and legal requirements.
• Adheres to the NorthStar standards to care for every person, every time, 100% of the time.

Qualifications:

• Associate's degree in a business related or social services field or a minimum of five (5) years of full time health care, hospice care and/or business operations work required; Bachelor's Degree preferred.
• Three (3) to five (5) years telephone related experience with increasing level of responsibility required. A minimum of two (2) to three (3) years of health care experience required.
• Must demonstrate strong proficiency in Microsoft Office products, intermediate to advanced experience with Excel spreadsheets and database management.
• Must be able to coordinate several tasks simultaneously while maintaining a high degree of efficiency and accuracy. Must possess the ability to function under stress.
• Must possess effective organizational, prioritization and follow-through skills and excellent interpersonal skills.
• Must be a team player and promote positive, constructive relationships with communication and collaboration at all levels, while maintaining confidentiality.
• Must be knowledgeable in geography and proficient with mapping applications such as Google Maps.
• Must demonstrate sound judgement; dependability; tact; accuracy; attention to detail; and emotional intelligence.
• Must be able to read, write and speak English and be able to effectively communicate orally and in writing in internal and external relationships for all essential job functions.
• Must be able to work variable hours/shifts and/or days, including weekends.
• Must be physically and mentally capable of performing all essential duties required of the position.
• Must be eligible to work in the United States.