Admissions Coordinator

VITAS Healthcare•Miramar, FL

About The Position

The VITAS Healthcare Admissions Coordinator is a customer service professional who facilitates the conversion of referrals to admissions by completing the intake process and using effective communication, technology, and customer service skills. The coordinator interacts with patients and families, referral sources, and program staff to support the start of care for VITAS patients. The role processes new referrals, follows up on pending patient charts, enters accurate information, verifies hospice benefits, and communicates with relevant internal teams. The coordinator contacts patients and families to offer timely appointments, explains hospice benefits and services as needed, assigns appointments when the Program Scheduler is unavailable, completes admission consent paperwork, updates referral sources, and documents outcomes. The role also verifies discharge plans and helps coordinate home medical equipment delivery before discharge. The Admissions Coordinator builds effective relationships with internal and external customers, supports teamwork, and may train and mentor new team members. The position participates in a morning check-in with the Program Scheduler and supports VITAS’s mission, core values, and Care Connection Center cultural platforms. Other duties and special projects may be assigned by the department supervisor or director.

Requirements

Two or more years of related experience in medical terminology and/or a call center environment.
Ability to attain goals in a fast-paced, dynamic environment.
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.
Strong verbal and written communication skills across all levels of customer interaction, with the ability to provide a concierge level of service.
Working knowledge of computers and internet access, and ability to navigate automated systems and a variety of software packages.
Ability to type at least 40 words per minute; the description also specifies a minimum typing speed of 45 words per minute.
Prior experience working collaboratively with other functional leaders to drive action plans.
Strong organization skills and ability to manage multiple responsibilities and assignments simultaneously.
Ability to model positive behaviors focused on integrity, valuing diversity, innovation, building relationships, customer focus, and teamwork.
Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
Ability to work weekends and holidays as necessary to support Care Connection Center operations.
Completion of high school or basic education equivalency.

Nice To Haves

Bilingual in English and Spanish.
Medical or business office education or training.

Responsibilities

Process new referrals received by telephone, email, fax, and website inquiries in a manner suited to the referral source.
Follow up routinely each day on multiple lists of pending patient charts.
Enter accurate information to support data integrity and maximize reimbursement.
Verify Medicare and Medicaid hospice benefits.
Notify the Managed Care Department about commercial insurance and managed health care plans.
Notify Marketing Representatives of new referrals received outside the Program Scheduler’s working hours, including 8 p.m. to 8 a.m. local time and weekends.
Call patients and families and offer a same-day appointment to support timely admission.
Seek assistance from the Program Scheduler to determine appropriate staffing and appointment coverage from 8 a.m. to 8 p.m. local time, Monday through Friday.
Explain hospice benefits and services to patients and families as needed.
Assign appointments to VITAS Admissions Representatives and provide appointment reports outside the Program Scheduler’s working hours, including 8 p.m. to 8 a.m. local time and weekends.
Complete admission consent paperwork as needed.
Update referral sources on the status of referred patients when appropriate.
Establish and maintain effective relationships with internal and external customers.
Take reports from VITAS Admissions Representatives and accurately document outcomes.
Verify discharge plans and facilitate delivery of Home Medical Equipment before discharge.
Support coworkers and encourage teamwork among peers.
Train and mentor new team members as assigned.
Participate in morning check-in meetings with the Program Scheduler to review the day’s staffing and scheduling needs.
Support the VITAS Mission, Core Values, and Care Connection Center cultural platforms.
Perform other duties and special projects as determined by the department supervisor or director.