Care Coordinator Non Clinical
About The Position
We are seeking a Care Coordinator – Non Clinical to support our Care Coordination call center team. This work-from-home telephonic role helps patients and families navigate post-acute services, handles non-clinical inbound calls, escalates to nurses when necessary, and supports referral coordination for patients who may need Gentiva services. Reporting to the Contact Center Manager, this role operates under established performance criteria. As a Gentiva representative, this role supports patients discharged from service or seeking post-acute care, navigates healthcare options including post-acute offerings, Medicare coverage, billing, and other healthcare resources. The coordinator utilizes tools and methods to provide patient education and options quickly, handles various customer issues, and assists in the admissions process by coordinating with Gentiva branch staff. The role requires maintaining awareness of department performance objectives, meeting standards, and ensuring patient satisfaction goals are met, while adhering to all company policies and procedures.
Requirements
- Call center experience in a healthcare setting
- Outstanding computer skills and ability to quickly learn and master information related to locations and services
- Excellent verbal and interpersonal communication skills with empathy and professionalism
- Strong customer service focus
- Effective time management and organizational skills
- Strong analytical and problem-solving abilities
- Minimum of 1 year of experience in a healthcare-related field or healthcare call center
- High-speed internet connection required (minimum 10 Mb/s download, 2 Mb/s upload; satellite internet not acceptable)
Nice To Haves
- Associate degree
- Additional healthcare call center experience
- Previous experience with Gentiva services or other hospice/home health organizations
- Knowledge of home health, hospice, and palliative care services
Responsibilities
- Act as a Gentiva representative supporting patients discharged from service or seeking post-acute care
- Navigate healthcare options, including post-acute offerings, Medicare coverage, billing, and other healthcare resources
- Utilize tools and methods to provide patient education and options quickly, including sites of service, specialty offerings, and related questions
- Handle a variety of customer issues, including location lookup, directions, and complaints
- Assist in the admissions process by coordinating with Gentiva branch staff on patient admission status
- Maintain awareness of department performance objectives, meet standards, and ensure patient satisfaction goals are met
- Review and adhere to all company policies and procedures
- Participate in special projects and perform other duties as assigned
Benefits
- Competitive Pay
- 401(k) with Company Match
- Career Advancement Opportunities
- National & Local Recognition Programs
- Teammate Assistance Fund
- Medical, Dental, Vision Insurance
- Mileage Reimbursement or Fleet Vehicle Program
- Generous Paid Time Off + 7 Paid Holidays
- Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
- Education Support & Tuition Assistance
- Free Continuing Education Units (CEUs)
- Company-paid Life & Long-Term Disability Insurance
- Voluntary Benefits (Pet, Critical Illness, Accident, LTC)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
