Admissions Coordinator

VITAS Healthcare•San Antonio, TX

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 received by telephone, email, fax, and website inquiries; follows up on pending patient charts; enters accurate information; verifies hospice benefits; and coordinates with internal departments and admissions representatives. The coordinator communicates with patients and families about appointments, hospice benefits, and services; updates referral sources; documents admission outcomes; and helps coordinate discharge plans and home medical equipment. The coordinator supports teamwork, may train and mentor new team members, participates in daily staffing and scheduling check-ins, and performs other duties or special projects assigned by the department supervisor or director. The position supports the VITAS Mission, Core Values, and Care Connection Center cultural platforms.

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 judgment and discretion in establishing and maintaining strong relationships with internal and external callers.
Superior verbal and written communication skills 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 states a minimum typing speed of 45 words per minute.
Prior experience working collaboratively with other functional leaders to drive action plans.
Highly organized, with the ability to manage multiple responsibilities and assignments simultaneously.
Ability to model positive behaviors focused on integrity, valuing diversity, innovation, relationship-building, 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 is required.

Nice To Haves

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

Responsibilities

Process new referrals received by telephone, email, fax, and website, 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 about new referrals outside the Program Scheduler’s working hours, from 8 p.m. to 8 a.m. local time, and on weekends.
Call patients and families and offer a same-day appointment to support timely admission.
Work with 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, from 8 p.m. to 8 a.m. local time, and on 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.
Perform other duties and special projects as determined by the department supervisor or director.
Support the VITAS Mission, Core Values, and Care Connection Center cultural platforms.