Care Navigation Coordinator | Call Center

Community Hospice & Palliative Care•Jacksonville, FL

1d•Onsite

About The Position

Under the direction of the Care Navigation Call Center Manager, the Care Navigation Coordinator provides administrative support across various Alivia Care Inc lines of healthcare businesses, guiding incoming Community Hospice and Palliative Care, PACE and Home health patient referrals to the appropriate personnel or healthcare resource. S/he completes the referral intake process via telephonic and non-telephonic communications, including but not limited to areas such as insurance verification, scheduling patient and personnel assessments, providing patient and affiliated family members with requested information, and conducting routine follow up check-ins with patients and referral sources ensuring seamless patient admissions to services.

Requirements

Any combination of education and/or experience that would provide the required skill and knowledge for successful performance would be acceptable.
High school diploma, minimum
5+ years customer service experience
5+ years in a call center environment
Intermediate computer skills
Intermediate typing
Intermediate data entry
Excellent time management and organizational skills

Nice To Haves

Medical degree certificate, example CNA, Medical Coding, etc. or AA degree or higher preferred.
Preferred experience in a health care environment

Responsibilities

Serves as primary contact for inbound/outbound customer service.
Provides customer support by phone, fax, or email, to internal and external customers.
Provides backup support for incoming calls from all lines of business for Alivia Care.
Appropriately documents phone calls, faxes, portals, medical records and e-mails.
Facilitates referrals with a high level of customer service and maximizing productivity.
Responds to various types of service inquiries including: hospice, palliative, PACE and home health services and follows up with potential patients/families in a polite and courteous manner.
Coordinates the initiation of Hospice services with peers in the Admissions Team, as well as Physicians, Community Agencies, Assisted Living Facilities, Long Term Care Facilities and hospitals, in addition to patients/families/caregivers.
Provides excellent customer service and maintains an amicable and professional working relationship with referral sources and partners.
Approaches every referral with the goal of setting an assessment on the same day, schedules assessment visits in a timely and cost-effective manner.
Inputs data into the appropriate Electronic Medical Record (EMR) and system.
Also relays accurate referral information to appropriate personnel.
Takes ownership of all aspects for referrals and follows up on pending referrals to ensure speed to care.
Provides Explanation of Services to patients and families either over the phone or face to face.
Processes referrals with accuracy and in a timely manner.
Seeks direction from a licensed Nurse when handling complex patient cases that require nursing knowledge of hospice eligibility, including, but not limited to, patients transferring to Community Hospice from out of our service area.
Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handling time.
Ability to work overtime and weekends as needed.
Other duties as assigned.