Customer Service Coord - HomeCare

Hartford Healthcare•Farmington, CT

2d•Remote

About The Position

With a goal of achieving excellence in every patient and customer experience, the Intake Customer Service Coordinator’s role core purpose is to provide timely and effective response and initiation of homecare referrals, ensuring accuracy and completion of the pre admission protocols, identifying, triaging and facilitating calls and inquiries are routed appropriately to other HHC entities and service lines as instructed, collaborating with transitional care and clinical colleagues throughout the agency in supporting identification and alignment of appropriate level of care, services and programs. Engagement in Customer Service, call studies and department analytics as requested. To become educated on levels of care and service across the healthcare system, care navigating as required in facilitating timely coordination of certified or hospice care and services for patients moving from one level of care to another to ensure safe and effective patient transition across the post-acute care continuum. Serves as a bridge between the healthcare team and the patient and/or caregivers. Effective communication skills, Self-directed, with a spirit of team support and success, curiosity and ownership, flexibility and a consistent demonstration of H3W Leadership behavior and modeling. Efficiency and accuracy in completing work as assigned. Adherence to regulatory and agency policies and procedures. This position is within our Central Intake Department. It is a non-clinical position with no face to face contact with patients and referral sources. Ensuring adherence with referral management protocols, policies and procedures. Responding to internal and external communication timely and accurately. Acts as team member in the regional intake business development liaison to HHCAH staff, departments, and customers both internally and externally. Building and supporting positive, effective relationships across the continuum and with the patients and communities we serve. Utilizing sound judgement by identifying risk and safety concerns and triaging appropriately. Review pre-admission referral documentation, ensuring completion of pre-admission requirements including F2F elements ensuring agency policy and regulatory compliance. Collaborating and communicating with transitional care staff, Clinical colleagues, physician’s office, and home care staff to ensure continuity of medical care through confirmation of coordination of homecare orders, follow up appointments, risk factors, insurance parameters, and goals of care. Preparing and maintain accurate patient records, charts, and documents to support sound medical practice. Consistently communicates with HHCAH management to make sure all issues and problems are seamlessly handled so that both the patient and the referring source are satisfied with the results and process. Providing consultation to referral sources on community resources and home care issues. Adheres to the practice of confidentiality (HIPAA and other state/federal regulations) regarding patients, families, staff, and the Agency.

Requirements

High school diploma
1 yr recent homecare experience

Nice To Haves

Effective communication skills
Self-directed
Spirit of team support and success
Curiosity and ownership
Flexibility
Consistent demonstration of H3W Leadership behavior and modeling
Efficiency and accuracy in completing work
Adherence to regulatory and agency policies and procedures

Responsibilities

Provide timely and effective response and initiation of homecare referrals.
Ensure accuracy and completion of pre-admission protocols.
Identify, triage, and facilitate routing of calls and inquiries to appropriate HHC entities and service lines.
Collaborate with transitional care and clinical colleagues to align appropriate level of care, services, and programs.
Engage in Customer Service, call studies, and department analytics.
Become educated on levels of care and service across the healthcare system.
Navigate care as required to facilitate timely coordination of certified or hospice care and services for patients transitioning between levels of care.
Serve as a bridge between the healthcare team and the patient/caregivers.
Ensure adherence with referral management protocols, policies, and procedures.
Respond to internal and external communication timely and accurately.
Act as a team member in the regional intake business development liaison.
Build and support positive, effective relationships across the continuum and with patients and communities.
Utilize sound judgment by identifying risk and safety concerns and triaging appropriately.
Review pre-admission referral documentation, ensuring completion of pre-admission requirements including F2F elements.
Collaborate and communicate with transitional care staff, clinical colleagues, physician’s offices, and home care staff to ensure continuity of medical care.
Prepare and maintain accurate patient records, charts, and documents.
Communicate with HHCAH management to ensure issues and problems are handled seamlessly.
Provide consultation to referral sources on community resources and home care issues.
Adhere to the practice of confidentiality (HIPAA and other state/federal regulations).