Customer Service Coordinator (Office, Admin, Administrative) - HomeCare

Hartford Healthcare•Vernon, CT

9d•Onsite

About The Position

Hartford HealthCare at Home, the largest provider of homecare services in Connecticut, is seeking a Customer Service Coordinator for its Central Intake Department. This non-clinical role focuses on providing timely and effective response to homecare referrals, ensuring accuracy and completion of pre-admission protocols. The coordinator will triage calls and inquiries, collaborate with clinical colleagues, and facilitate patient transitions across the post-acute care continuum. This position involves no face-to-face patient contact and requires adherence to referral management protocols, policies, and procedures. The role also acts as a team member in supporting business development and building positive relationships across the continuum of care.

Requirements

High School Diploma required.
1 year recent homecare experience required.
Effective communicator.
Computer literacy including Microsoft Office and Excel.
Efficient multi-tasker.
Experience and interest in problem resolution and process improvement.
Adherence to regulatory and agency policies and procedures.
Demonstrating H3W Leadership behaviors and supporting your team in culture and team building initiatives.

Nice To Haves

Associate’s Degree preferred.
Care/Call Center experience preferred.
Creative thinker that excels in team environment.

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.
Educate on levels of care and services across the healthcare system.
Navigate care as required to facilitate timely coordination of certified or hospice care and services for patients transitioning between care levels.
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 and agency policy/regulatory compliance.
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 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).
Demonstrate H3W Leadership behaviors and support team culture and initiatives.
Actively participate in the performance improvement process known as H3W.
Perform other duties as assigned.