Enrollment Coordinator

Agrace • Madison, WI

2d • Onsite

About The Position

Make a lasting impact with Agrace Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a role that helps support meaningful, patient-centered care, this is your opportunity to make a difference! How You’ll Make a Difference (Essential Functions) The Enrollment Coordinator position is responsible for coordinating referrals for hospice and navigating inquiries for all Agrace programs. Their primary focus is being responsive to referral partners, obtaining necessary information for the processing of referrals, conducting conversations with patients and families, and scheduling visits. The Enrollment Coordinator calls upon additional resources as needed for complex referrals, applies critical thinking and a sense of urgency to all referrals received. The Enrollment Coordinator is also responsible for documenting the referral in the EHR, communicating information to other Agrace teams and healthcare partners with the highest level of customer service.

Requirements

• High school diploma or GED or equivalent combination of education and work experience
• Minimum 1 year Customer Service Experience, Insurance or Healthcare experience preferred.
• Ability to develop, maintain, and apply knowledge of hospice and end of life process.
• Ability to maintain professional boundaries with patients, families, and co-workers.
• Ability to work effectively and cooperatively with others.
• Ability to multitask and thrive in a demanding environment.
• Ability to lead conversations and resolve conflicts.
• Ability to maintain organization in handling multiple open referrals.
• Competence in culture/ethnicity, gender, race, age, identification, and educational background diversity
• Proficiency in using Microsoft Windows, Microsoft Office Suite
• Experience with electronic health records (EHR); Epic preferred
• Ability to communicate effectively verbally and in writing.
• Ability to be flexible in time and task to meet organizational needs.
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
• Ability to use proper body mechanics and standard precautions.

Responsibilities

• Communicate and coordinate referrals for Agrace Hospice
• Accept and respond to referral sources.
• Process referral and clinical information.
• Create the chart in the electronic health records (EHR.).
• Retain ownership of referrals throughout their lifecycle.
• Upload and maintain all documents created or obtained for use in the referral.
• Create, maintain, and review referrals for completeness and adherence to Agrace standards for documentation across multiple systems.
• Make and maintain contact with referred patients and families to answer questions about Agrace values, services, benefits, and philosophies.
• Overcome objections to scheduling visits and/or enrolling in hospice or palliative care and creating a sense of urgency with each referral.
• Conduct investigation of patient’s present condition, symptoms, and diseases; assist families in deciding which program (hospice or supportive care) would be most appropriate.
• Set appropriate expectations for follow up and handling of the referral going forward, maintaining open communication with patients and families while moving the referral forward.
• Obtain advance directives to identify legal health care decision maker.
• Contact clinics, hospitals, facilities and/or family members to obtain advance directives ahead of patient’s scheduled visit.
• Review advance directives for validity; escalate documents appropriately for additional review and investigation as needed.
• Create Hospice Consent Agent forms when necessary, and work with medical agencies to obtain necessary signature(s).
• Schedule same or next day enrollment visit with appropriate attendees.
• Assign visits to appropriate personnel; work closely with coordinator dispatcher to change, optimize and maintain the enrollment calendar.
• Work with patient’s PCP and referring physicians to obtain certification of hospice eligibility as well as verbal agreement to follow patient’s care upon admit to hospice.
• Responsible for obtaining information and identifying issues regarding hospice certification within required regulatory timeframes.
• Verify potential patients’ healthcare benefits.
• Obtain Medicare and Medicaid records via third party programs and enter information in a timely and accurate manner.
• Contact outside health agencies to verify patient’s participation in certain services and/or programs that may affect patient’s ability to admit onto service.
• Request and maintain repository of patient’s records for use in determining hospice eligibility.
• Appropriately route referrals to the correct group/department upon admit or non-admit of patient.
• Monitor pending referral work queue to assure timely action on all referrals.
• Provide internal customer service
• Document enrollment information and verify its validity.
• Provide support to Admissions staff.
• Acting as a resource to troubleshoot/answer questions related to current referrals.
• Taking calls from admission’s staff who are needing immediate assistance with enrollment barriers.
• Communicate with and provide required documentation and/or information to healthcare facility partners, Health Information Management (HIM) Department and Agrace Homecare teams and/or Agrace Inpatient Unit.
• Coordinate with Medical Services to schedule pre-admission face to face encounters, and assessments for health care decision-making capacity.
• Monitor visit schedule for efficient staff coverage.
• Provide job-shadow opportunities to incoming staff.
• Participate in internal work groups, meetings, and committees relative to position responsibilities.
• Provide informational visits and tours to potential patients and families.

Benefits

• Competitive pay with free parking
• Health, dental, and vision insurance for employees who are hired for 28+ hours per week (.7 FTE +)
• Retirement plans with employer matching
• Generous Paid Time Off (PTO) and holiday paid time off
• Comprehensive onboarding, mentorship, and career development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED